OCC Blogs

We spend a lot of time thinking about what to say. We craft our words carefully, trying to get the message just right. But have you ever noticed how some people can say the exact same thing and it just lands differently? It’s not about the words themselves, but how they’re delivered. This article, 'Tone Over Script: Why How You Say It Matters More Than the Words,' looks at why the way we speak often speaks louder than what we're actually saying. It turns out, the sound of our voice can change everything. Key Takeaways The sound of your voice, including how you change your pitch and volume, adds a lot of feeling to what you say. It helps people connect with you. When you speak naturally and from the heart, it sounds more real. Avoiding pauses and filler words makes you sound more sure of yourself. Politicians sometimes change their voices to make fun of opponents or to show how they feel about something. This can really change how people see the message. Talking in a c...

Is Your Call Queue Too Long? 5 Tips to Reduce Wait Time Fast. Nobody likes being stuck on hold, right? It's frustrating for customers and bad for business. If your phone lines are always busy and customers are hanging up before they get help, it's time to make some changes. We've got some straightforward ways to speed things up and keep your customers happier. Key Takeaways Offer callers the option to get a callback instead of waiting on hold. This makes customers feel valued and helps your team handle calls better. Use your IVR system to guide callers quickly to the right place. Keep the menus short and easy to understand, and always give people a way to reach a person. Train your agents well. When they know their stuff and how to talk to people, they can solve problems faster, meaning less time on hold for everyone. Look at your call data. See how long calls take, how many people wait, and how many give up. This information helps you figure out what's not workin...

Upselling. It's a word that can make some sales teams a little nervous. You want to offer more value, sure, but the last thing anyone wants is to come across as pushy or, well, annoying. It's a tricky balance, and honestly, it's where most teams get it wrong. We're talking about Upselling Without Being Annoying: Where Most Teams Get It Wrong. Let's figure out how to do it right, so everyone wins. Key Takeaways Upselling is really about helping customers get more value, not just making a quick buck. It’s about offering a better solution that fits their needs. Building trust is the bedrock of good upselling. If customers don't trust you, any offer feels like a trick. Bad timing is a killer. Don't try to upsell when a customer is already frustrated or hasn't seen the value of what they already bought. Make it personal. Generic offers fall flat. Show you understand what the customer actually needs and why the upgrade makes sense for them. Know when to...