That’s the popular perception of live sales call coaching, but the truth is that when it is used tactfully and correctly, DialSource Denali’s Real-Time Call Monitoring can be a powerful training tool. How beneficial is it to coach live sales calls? Is it call efficiency? MORE

DISCLAIMER: The information provided on sales call recording laws is for informational purposes only and is not legal advice. When it comes to sales and business call recording laws and regulations in the United States, each state adopts either a one-party or two-party consent policy. MORE

Dialers, call management, call recording, call monitoring, reporting. As many of us prepare to descend on Dreamforce 2016, I look at it with some trepidation. Not the event, it’s fantastic, I see a lot of old friends, meet new people, and learn a huge amount. It seems Dreamforce has become the magnet for all the sales and marketing automation suppliers to trot out their shiny new toys and releases, enticing us to buy. MORE

But even as technology has changed, the need for a way to make voice calls still remains. And it’s no longer sufficient to have desk phones that only make phone calls. You may think VoIP call quality is the most important factor in choosing the best business phone system. MORE

In fact, whenever I consult with new clients the owners and managers automatically begin showing me their call monitoring reports. They show me metrics on how many calls a rep is making, how much average time each rep spends on the phone, what their conversion rate is, and on and on. MORE

In fact, whenever I consult with new clients, the owners and managers automatically begin showing me their call monitoring reports. Now don’t get me wrong—those things are important and they should be monitored. Again, it’s how they perform during a sales call that matters most. MORE

ValueShift’s infographic calls this “the mobile learning imperative, because 80% of corporate learning professionals believe that mobile learning would increase employee engagement, and 100% said they would complete more training if it were delivered in mobile formats. MORE

With a background in call center leadership and consulting, Fred has experienced the evolution of customer service. For example, when leaders do live call monitoring, they need to listen for inflections in voice and tone. Fred: My first job in contact leadership was training a small call center team. At Lessonly, we’ve helped hundreds of teams across the globe learn, practice, and Do Better Work. MORE