DMG Consulting

AUGUST 10, 2023

Real-time guidance (RTG) solutions are designed to advise and guide agents in resolving and handling service inquiries or closing a sale or collection. These capabilities can help agents enhance and grow relationships with customers by suggesting upsells or new products. Email Address * Submit NBA is slightly different from RTG.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Totango

AUGUST 23, 2022

For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. In terms of the customer lifecycle, touchpoints may occur at any point during an interaction with your brand, including: Pre-sales, starting with a prospect’s first marketing touch. Making upsell offers.

B2B 116

B2B Journey mapping SaaS Engineering 116

Expivia

OCTOBER 27, 2020

Are you making your reps be in after-call work meaning, is there excessive memo-ing, excessive work that needs to be done on an account when sales are done? For example, during an automated intro and verification, an IVR asks for social security numbers, account numbers, and other pieces of qualifying information.

Upselling 97

Upselling Banking Scripts Interactive Voice Response 97

Callminer

JUNE 3, 2019

That’s because even before these employees decide to pull the plug, their lack of engagement leads to reduced sales, subpar customer service, and more. It also removes the potential for any internal bias, offering both agents and managers the peace-of-mind they need to ensure they’re holding each other accountable.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Horizon CX

FEBRUARY 29, 2024

Missed Opportunities for Upselling and Cross-Selling: Genuine care and personalized interactions create opportunities to upsell or cross-sell additional products or services. This can lead to higher turnover rates, decreased productivity, and a negative cycle of poor service.

Morale 52

Morale Customer centricity Upselling Feedback 52

Quality Contact Solutions

FEBRUARY 12, 2021

For decades, businesses have used outbound telemarketing to facilitate their sales efforts. From direct telephone sales, appointment setting for their outside sales teams, toll-free inbound numbers, product & customer satisfaction surveys, and countless other ways. The call center does the prospecting. Request Price Quote.

Telemarketing 98

Telemarketing B2B Call Center Sales 98

JustCall

MARCH 10, 2023

A Sales Call Flow A sales workflow or call flow would look something like this: Introduction: “Hello, I am ABC from XYZ Inc. Conclude with upselling/cross-selling: “If you’re interested in <product 1>, you might also want to check out <product 2>, which offers XYZ extra.” Is now a good time to talk?”

Call flow 40

Call flow Contact Center Scripts Interactive Voice Response 40

JustCall

APRIL 4, 2023

Upselling and cross-selling : Unknown to many, inbound call center agents are also responsible for identifying opportunities to upsell and cross-sell products and services to customers, increasing revenue and promoting customer loyalty. This includes key product details, service offerings, pricing, and other relevant information.

Call Center 52

Call Center call center software Upselling Scripts 52

aircall

MAY 14, 2021

Sales and support agents don’t have to wait for someone to answer the call or a machine to pick it up. Predictive dialers are efficient tools for sales and support. An auto dialer uses predictive dialing to make calls while a sales or support agent finishes up a call. You get to your destination a whole lot faster.

voip 62

voip Telemarketing Scripts Abandon Call 62

Calltools

MAY 27, 2020

Call scoring is like an NFL game, where your sales agents are players and you’re the coach. Call scoring lets you manage standards for customer service and sales reps in your organization. Making enough sales based on internal criteria/previous performance standards. Following call scripts. Improve call scripts.

Coaching 52

Coaching Government Scripts Metrics 52

CustomerSuccessBox

MARCH 10, 2022

Automation provides you the sixth instinct and an additional hand to create more productive engagements across all your accounts. Automation helps you achieve this by scripting recurring tasks and trigger-based messaging depending on the behavior, lifecycle, or product usage. Alerts for new accounts. Human Intervention Tasks.

SaaS 52

SaaS Upselling Education Accountability 52

Call Experts

AUGUST 19, 2021

Answering services provide businesses with fast and reliable responses to help them with problems regarding inventory, ordering, sales, shipping, handling, and more. One of the most common uses is for companies who need help opening new accounts with their banks or credit unions. To understand more about our billing, click here.

Answering services 52

Answering services Upselling Scripts Banking 52

Callminer

SEPTEMBER 14, 2020

For instance, a call center business analyst might recommend implementing an interaction analytics solution for a collections and accounts receivables management (ARM) firm to ensure that call center agents meet compliance requirements for debt collection. Customer sales enquiries. Kirk Chewning. kirkchewning. Selling add on products.

Call Center 182

Call Center Analytics First call resolution Metrics 182

TechSee

SEPTEMBER 24, 2019

That’s exactly why companies must strive to make sure all touchpoints are harmonized in terms of content, messaging and tone of voice, including marketing communications and customer service scripts, at every milestone along the customer journey. If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed.

Customer Experience 150

Customer Experience Self service Analytics Banking 150

JustCall

MARCH 6, 2023

This is because they lead to improved customer satisfaction, increased sales, and cost-effective operations. Over time, this leads to retention, upselling and overall brand satisfaction. Preparing detailed call scripts as well as recording calls are other ways to track the performance of call center agents.

Call Center 52

Call Center Abandon rate Metrics Upselling 52

ChurnZero

OCTOBER 12, 2021

With ChurnZero, they were able to assign a customer health score to each of their clients to gain a better line of sight on accounts at a higher risk of turnover. They also completely revamped their internal processes to improve the customer transition between the Sales team and the Customer Success team. Advocacy Hero – Affise.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

Voxjar

MAY 22, 2018

Did your rep: Follow the greeting script. Ask to speak with the correct person/account holder (outbound). Account verification. Did your rep: Request account verification before offering account details. Did your rep: Request account verification before offering account details. Script Adherence.

Coaching 45

Coaching Scripts Calibration Telemarketing 45

Tethr

JULY 21, 2020

Using Tethr’s Agent Impact Score (AIS), businesses can start connecting agent quality to effort reduction, while holding agents accountable for customer experience. Customers deserve a spot on your QA scorecard, but they’re often forgotten in the QA measurement process. Modernizing QA. AIS represents a new way forward.

Coaching 69

Coaching Construction Upselling Scripts 69

Hodusoft

AUGUST 9, 2021

The e-commerce sector has seen tremendous growth in the last few months on account of the Covid-19 pandemic. Some organizations were already online, whereas others caught up on account of peer pressure, but largely most businesses have an online presence now. McKinsey Report US e-commerce penetration. Intelligent call routing .

Social media contact 105

Social media contact Contact center software Contact Center Interactive Voice Response 105

JustCall

MARCH 9, 2023

Do you lead a sales team that’s highly competitive? Are you looking to scale your sales operations? Conversational intelligence can simplify and enhance the operations of your management, marketing, and sales teams. That said, here are some of the must-have features of real-time conversation intelligence for sales: 1.

Coaching 52

Coaching Sales Chatbots Analytics 52

Comm100

FEBRUARY 25, 2020

However, it could be any central store of customer data including your marketing automation, accounting or shipping systems. By integrating your customer engagement platform with your CRM, every agent will have access to key information including customer contact details, past sales, accounts, and contact history.

CRM 64

CRM B2B Accountability Healthcare 64

Transparent BPO

JUNE 19, 2019

Along with the cost of recurring revenue each year, there’s the potential for loss of upsell opportunities. Before you throw your hands in the air and accuse us of turning this post into a sales pitch, please hear me out. “Anyone can read a script. One of our account managers will respond by the next business day.

outsourcing 95

outsourcing Call Center Contact Center Customer retention 95

Expivia

APRIL 1, 2021

We have many clients that have differing views on this so we have been using both models for many years and layer them on top of one another to create an overarching QA plan that takes into account the associate and program health. If an associate is not using a proper greeting, disclosure, upsell, or close we need to fix that right away.

Quality management 52

Quality management Call Center Management Coaching 52

SmartKarrot

OCTOBER 3, 2023

Customer Success Managers are at the heart of retaining and growing customer accounts. Yet, despite its importance, Customer Success Management often lacks the structure and standardization found in other roles like sales and marketing. Provide scripts or templates for approaching customers about upselling or cross-selling.

Management 19

Management Best practices Upselling Scripts 19

JivoChat

FEBRUARY 16, 2021

Fewer sales conversions. More sales conversions. Mandatory account creation. Use Google Analytics to identify those pages with high bounce rates where you want to increase the time on the page or where you want to improve conversions or sales. Then create a live chat script to target visitors proactively.

Best practices 52

Best practices Upselling Abandon rate Analytics 52

Comm100

FEBRUARY 25, 2020

However, it could be any central store of customer data including your marketing automation, accounting or shipping systems. By integrating your customer engagement platform with your CRM, every agent will have access to key information including customer contact details, past sales, accounts, and contact history.

CRM 52

CRM B2B Accountability Healthcare 52

aircall

FEBRUARY 5, 2021

Your call center may focus primarily on sales, customer support, or a combination of both. As you recruit call center agents and evaluate their qualifications, you’ll want to ensure that they’re a good fit for the role of a sales representative or customer service representative. for CRM and sales automation.

Call Center 62

Call Center Average Handle Time call center software CRM 62

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? For these types of less scripted presentations, having a moderator who is highly knowledgeable on the topic is a must. Product Usage – is the account above 80% license utilization with high usage across all features?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

JivoChat

JUNE 9, 2021

From powerfully-built CRMs to drive home sales to project management software that keeps campaigns organized, the right tech can help get the job done. There are two main kinds of chatbots: Rules-based chatbots are sometimes called decision-tree bots or scripted chatbots. What is Conversational Marketing? Chatbots increase conversions.

Chatbots 52

Chatbots Marketing Upselling Surveys 52

Global Response

JULY 10, 2023

Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. This is often a difficult step that is under-accounted for in the planning process. Train and staff your call center.

Call Center 62

Call Center outsourcing Technical Support Education 62

aircall

JANUARY 29, 2021

Answering sales or support questions. Providing support after a sale . Upselling and cross-selling . There’s no doubt that your company will be continually introducing new products or services that will require additional training sessions for sales and support teams. Call center training encompasses many different areas.

Best practices 62

Best practices Call Center call center software Morale 62

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. Whereas item and price have been the primary drivers of purchasing decisions, the customer experience is increasingly the new battleground.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

ChurnZero

OCTOBER 12, 2021

With ChurnZero, they were able to assign a customer health score to each of their clients to gain a better line of sight on accounts at a higher risk of turnover. They also completely revamped their internal processes to improve the customer transition between the Sales team and the Customer Success team.

Healthcare 52

Healthcare Accountability Metrics Surveys 52

Call Experts

MAY 20, 2022

A contact center provides 24/7 support for all your customers who have questions or need help with anything from ordering products or services to adding new users to their accounts. The opportunity cost of a missed lead can be a significant factor in your sales process. What is a Contact Center? Never miss a call again.

Contact Center 98

Contact Center Answering services Call Center outsourcing 98

ProProfs Blog

APRIL 17, 2020

8: Average Revenue Per Account. #9: And by giving up, we mean closed accounts, stopped renewing services, canceled subscriptions, or did whatever it takes for them to be considered inactive. The first column is supposed to include each customer’s account ID. Increase your chances to upsell. . 3: Expansion MRR Rate. #4:

Metrics 142

Metrics Customer retention SaaS Surveys 142

Voxjar

MARCH 21, 2019

They also promote high-quality interactions with your brand by setting clear goals for the outcome of each call and create accountability for employees. Sales is not the same as support. Please don’t hold them accountable for a customer’s happiness. Behaviors to promote in reps: Script adherence. Don’t do these things).

Metrics 40

Metrics Coaching Scripts Contact Center 40

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Upsell and Cross-sell Revenue Growth. 5 essential steps to find upsell and cross-sell opportunities with journey analytics ]. Outbound Sales Call.

Analytics 93

Analytics Government APIs Metrics 93