Retention is probably the wrong word to use to describe this activity. What we’re talking about is reselling. Customers call in and say “Look, I’m paying too much for this annual subscription…”...

In the UK, in recent times, over 1.3 million people over 50 have retired earlier than they might have done. The National Statistics make this very clear. There are many motivating factors for...

As a manager, re-contracting with your team is one of the most important things you can do. Let’s imagine you have been asked to coach your team in a new set of behaviours, something...

How do people sell things? What is the history of modern sales? What can we learn from 200 years of selling and sales structures?

Since the early 1800s humanity has been trying to sell...

‘AHT’ or Average Handling Time - the average amount of time you and your team dedicate to each call. If those interactions require more time, the number of calls you’re able to take and sales you...