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Monday, August 30, 2004
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VOLUME 1
ISSUE 24
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Training and ROI
by Rosanne D’Ausilio, Ph.D.
Statistics consistently reinforce that the biggest challenge in today’s contact center environment is agent training. Turnover continues to be high; new hire costs are on the rise - $6500 per agent! At the same time, losing customers because of bad call experiences negatively impacts your bottom line. What can you do? How do you justify the training expenditure?
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My Journey with Concealed Chronic Illness and Pain
by Carol Sveilich
WorldWIT Radio guest Carol Sveilich outlines her struggle with chronic illness and how she is able to live life to the fullest in spite of pain. She has written a book entitled Just Fine: Unmasking Concealed Chronic Illness and Pain, which includes hundreds of interviews with people who appear healthy but secretly suffer from diseases and other ailments. Listen to Liz's intriguing radio interview with Carol at www.worldwit.org.
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I'll Be Your Sugar Daddy
Pinch Me...or Don't!
It was a horrible nightmare when the software company I worked for hired a new Executive Vice President of Sales. The worst of many incidents occurred when a female sales representative, the EVP (who was just a consultant at the time), and I went on a business trip. Due to the layout of the hotel, he insisted we get together in his room to prepare a document for an upcoming meeting....
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Ask Liz
Dear Liz,
I have tried three times, and I simply cannot work for a female manager. Something in the chemistry doesn't work. In my experience, women managers are more catty, insecure and political than any man. Isn't this a sad state of affairs when we are trying to break the glass ceiling?
Agathe
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Keeping It Brief: Features v. Benefits
Closing the Sale Series: Part 9
by Janet Ryan
You have the appointment with the key decision maker, you have spent the time to learn her business and demonstrate your knowledge and experience, and you have gotten agreement on the problem they need to solve. Now you get to show your stuff, pitch your offering, and make them fall in love with what you are selling. For many sales people, this is where things go south, fall apart, kill the deal. The offering may be sound, but the moment we start talking about our stuff, we forget all about the customer and start droning on and on about every wonderful feature of our offering. In sales circles, we call this throwing up all over the client.
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Copyright © 2004 WorldWIT, Inc.. All rights reserved.
Thinking Aloud is the weekly newsletter from WorldWIT, the global email discussion network for women in business and technology. Thirty thousand accomplished and resourceful women share business, technical, career, financial and 'life' advice on connected local email discussion groups like AustinWIT, BangaloreWIT and VancouverWIT. Join a free, friendly, moderated WorldWIT discussion group in your area at http://www.worldwit.org Write to us at info@worldwit.org
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