Building a Better Customer Experience

Engage Your Customers with Pulse, Heartbeat Labs' Genius Lab Rat—Without Management FrEaKiNg Out"

Mark Hollister

9 November 2024

Meet Pulse, Heartbeat Labs' most eager lab rat, who’s always ready to tackle your customer...

2 minutes read

Whiskers: The Custom GPT that Evaluates the Effectiveness of your Customer Communications

Mark Hollister

9 November 2024

Meet Whiskers: Your Communication Quality Expert! 🔍

Say hello to Whiskers, Heartbeat Labs'...

3 minutes read

phone skills, Mystery Shopping, Employee Development, Caller Experience, EmployeeExperience, trusted advisor, CallerID

Call Labeling and Branding Dealership Phone Lines: How Impactful is This?

Mark Hollister

3 October 2024

Blog in 20 Seconds:

Boost engagement and trust: Call labeling displays your dealership's name on...

3 minutes read

phone skills, Mystery Shopping, Employee Development, Caller Experience, EmployeeExperience, trusted advisor, CallerID

Unlocking Employee Development Through Mystery Shopping: How Customer Experience Data Fuels Coaching Conversations (Part II)

Mark Hollister

30 September 2024

Blog in 20 Seconds:

Evaluate Customer Journeys: Mystery shopping helps dealerships assess their...

2 minutes read

phone skills, Mystery Shopping, Employee Development, Caller Experience, EmployeeExperience, trusted advisor, CallerID

Unlocking Employee Development Through Mystery Shopping: How Customer Experience Data Fuels Coaching Conversations

Mark Hollister

30 September 2024

Blog in 20 Seconds:

Evaluate Customer Journeys: Mystery shopping helps dealerships assess their...

3 minutes read

phone skills, phone process, texting, Caller Experience, trusted advisor, SPAM, CallerID, Caller Reputation

Omnichannel Mystery Shopping is Transforming the Automotive Industry

Michael Markette

4 April 2024

Blog in 20 Seconds:

Engagement Potential: How quickly are you responding to leads and what does...

4 minutes read

phone skills, phone process, texting, Caller Experience, trusted advisor, SPAM, CallerID, Caller Reputation

Revolutionizing Mortgage Industry Communication with ChatGPT: Enhancing Script Development, Call Scoring, and Customer Interaction

Michael Markette

5 March 2024

In an era where the speed and quality of customer service can significantly impact business...

2 minutes read

phone skills, phone process, texting, Caller Experience, trusted advisor, SPAM, CallerID, Caller Reputation

100% Lead Engagement

Michael Markette

16 June 2023

The funnel (below) begins when someone calls your office and ends when they are engaged with a...

1 minute read

phone skills, phone process, texting, Caller Experience, trusted advisor, SPAM, CallerID, Caller Reputation

Outbound Dialing - Connecting with More Customers

Michael Markette

5 January 2023

Last time we talked about the importance of returning missed calls from the same phone number the...

2 minutes read

finance, phone skills, sell more, phone training, Scripts, Employee Development

Reviewing Credit

Grace Forelle

22 September 2021

Let’s review the primary, secondary and tertiary objectives of your initial inbound call form a...

2 minutes read

sell more, phone training, Scripts, Sales, Caller Experience, Empathy, mortgage

So, you want to Build Value with Effective Questioning Techniques?

Grace Forelle

20 August 2021

Let’s talk about the four key Question Types used in Consumer Direct Lending and how we can...

2 minutes read

phone skills, sell more, phone training, listen, Employee Development, Caller Experience, Phone Calls, customer relationship

The Psychology of Selling over the Phone

Grace Forelle

12 July 2021

It can be hard to connect and earn the trust of someone you have never met, especially when you...

2 minutes read

phone skills, sell more, Customer Satisfaction, phone training, listen, Employee Development, Caller Experience, Phone Calls, call monitoring, mortgage, relationship building

Reading the Customer’s Voice

Grace Forelle

28 June 2021

Qortel coaches tens of thousands of calls and 70% of our feedback to phone handlers revolves...

1 minute read

finance, Sales, listen, Employee Development, Customer Experience, Culture, Empathy, mortgage, trusted advisor

How To: Develop a Call Coaching Form for your Loan Officers

Grace Forelle

22 October 2020

Coaching is the development of a person by another individual called a coach. In order to provide...

2 minutes read

finance, Sales

Qortel Texting Best Practices

Grace Forelle

21 September 2020

So… You’re Expanding into Texting

We are all texting in business and your office is no exception....

3 minutes read

finance, Click-to-Call, phone skills, phone process, Phone Calls, Empathy

Serving the Dominate and Expressive Caller

Poppy Reede

24 August 2020

The dominant caller is relatively impatient and controlling. They want information -- fast -- so...

2 minutes read

Click-to-Call

Serving the Supportive Caller

Holly Markel

29 July 2020

The supportive caller is someone who values personal relationships and wants to trust who they do...

3 minutes read

Phone Leads, phone process, Sales, Customer Experience, PhonePerformance, Empathy, trusted advisor

Keys to Effective Communication about Refinancing

Holly Markel

9 July 2020

Effective communication is one of the most powerful ways to resonate and connect with callers....

2 minutes read

Customer Experience, customer relationship

Let’s follow an example from Nike.

Michael Markette

4 May 2020

A great example of one of these superheroes is Nike. They capitalized on the VIP trend and...

2 minutes read

CRM Interaction, mortgage, relationship building

CRM’S TELL YOU WHEN TO ENGAGE. HERE’S HOW TO ENGAGE AND WHAT TO SAY.

Michael Markette

3 May 2020

To create trust, demonstrate high character and competence by following these three rules:

Greet...

1 minute read

Heart Beat Labs Blog