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Category: Contact Centers

How to Ensure Your Next Project Will Be a Resounding Success: the Career of SBR’s Principal and What She Learned Along the Way

In conversation with Sharon Roberts, it is easy to be captivated by her story. The trajectory of her professional life and the impact made by each stop on her journey […] Continue Reading

Fewer Options. More Sales.

Anyone who has ever gone to the grocery store knows this scenario well: you turn the corner of the breakfast foods aisle and find yourself confronted with hundreds of different […] Continue Reading

Thanksgiving is Long Over, But the Need for Gratitude in the Workplace Continues.

Thanksgiving is the only official day of the year when friends and family gather to share their thanks and appreciation for one another. Why is it that we assign this [...] Continue Reading

Is it Time to Blow Up Your Sales Plans? Leveraging an 11th Hour Course Correction.

If you run a sales operation, you know and love the challenge of devising plans to achieve a business goal in the midst of numerous competing factors. While some people […] Continue Reading

Getting Less by Expecting More: “Multitasking” Behaviors Are Stifling Call Center Agents

Multitasking has been under scientific scrutiny since the 1960’s. Diverse and web-centric channels for work and play have questioned the brain’s ability to do more than one thing at a […] Continue Reading

5 Ways to Boost Your Call Center Communications Right Now

If you’ve been in the call center business for more than two minutes you know that the word “scripting” is about as detested as background noise. For the most part […] Continue Reading

Agents Are Saying What? A Guide to Secret Shop Your Call Center

Anyone in the business knows that call center management is a demanding (if not a thankless) profession. Irregular call patterns could require immediate staffing changes, one-off questions can stifle a manager’s […] Continue Reading

Use Procrastination to Your (Sales) Benefit

It was during the busy holiday season when we were working with a healthcare client. After a long day at the vendor’s site, Sharon (our Principal) was daydreaming on the drive [...] Continue Reading

What Can Best New Restaurant Teach Us About Sales?

A few weeks ago Miami’s Dolce Italian won Bravo’s latest series, Best New Restaurant. While salivating over the dishes, we couldn't help but applaud the use of secret diners to [...] Continue Reading

PACE Conference 2015

Todd Muscatello, Sharon Roberts and Lisa Fiondella at PACE conference in Atlanta. SBR never turns down a chance to talk about one of our favorite topics: the intersection of sales and [...] Continue Reading

Embrace Rejection!

Ask any salesperson and one of their biggest fears is being rejected. In fact, cast a wider net and many people fear rejection in other areas: Asking a girl on a [...] Continue Reading