At first glance, phone scripts may seem like something that isn’t necessary for your customer service calls. Many people feel like they can be more successful if they are allowed to handle calls their ...

My youngest daughter, Madeline, recently took a job working for Hibooks, a start-up competitor to Audible that’s using the Netflix model to build a following. She’s in customer service (no better ...

Your cold leads don't owe you their time. Every B2B sales rep knows the pressure — you've got a quota to hit, a pipeline to build, and prospects who'd rather ghost you than give you 30 seconds. While ...