Ideas for better conversations.

Practical perspectives on telesales, customer experience and business communication.

A practical guide to the conversations, processes and responsibilities behind an outsourced telesales service.

Small improvements in language and follow-up can make everyday business conversations more useful.

From the opening introduction to the final handover, the details of a call make a difference.

Two kinds of customer conversation with different goals, information needs and handover processes.

Build a clearer calling brief, a responsible contact process and a more useful follow-up.

Technology creates the connection. Clear communication makes it useful for the customer.

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