Upsell Techniques That Work

Monet Software

Here are three tips on how agents can pull off a successful upsell. Don’t just follow the script Many contact centers have upsell opportunities built into their scripts, which are typically deployed just prior to the end of the call: “Before we go, can I interest you in our new Super Widget 9000?” Upsells are more effective when they arise naturally out of a conversation: “Yes, we’ll take care of that widget issue for you. Discover the benefits of speech analytics

The Competitive Edge Delivered by Speech Analytics

Monet Software

Whatever business you are in, whatever product or service you are selling, however many other companies are competing against you for the same customers, there’s one thing you can do right now to gain a competitive edge in your industry: add speech analytics to your contact center.

Guest Blog: Six Ways Predictive Analytics Enhances Customer Relations

ShepHyken

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences.

Everything You Need to Know about Text Analytics

Lumoa

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

engagement hub which consolidates omnichannel interactions, knowledge, AI, analytics, and administration into one platform. go off-script on its own, but analytics will highlight to the business. contextual upsell and cross-sell.

The Competitive Edge Delivered by Speech Analytics

Monet Software

Whatever business you are in, whatever product or service you are selling, however many other companies are competing against you for the same customers, there’s one thing you can do right now to gain a competitive edge in your industry: add speech analytics to your contact center. You’ll hear about better training sessions that result from analytics data identifying operational and performance issues. That is another advantage analytics provides.

5 Smart Ways to Use Your NPS Survey Results

GetFeedback

Sales and customer success teams can sort through their accounts to find the happiest customers who might be primed for an upsell. GetFeedback offers NPS text analytics that crawl through your customers’ comments to pull out the most common themes, the sentiment of responses and the trends emerging over time. Net Promoter Score Survey Analytics Survey Tips & TricksThe results from Net Promoter Score (NPS) surveys are the most underutilized tool in business.

Monitoring Quality Across all Contact Centre Channels

Enghouse Interactive

Is it that it wants to cross-sell and upsell to the customer? Use Real Time Speech Analytics to drive compliance, improve training and take the emotional temperature of interactions. call recording contact center Real-time speech analytics speech analyticsGreat customer experience is becoming the driving factor for many businesses with the call centre acting as the nucleus for many of the customer interactions.

How Hiring a Call Center Supports Your Business Goals in 2019

TeleDirect

Telesales & upsells. Part of our complete outbound services, telesales & upsells are a great way to increase revenue with existing clients. Did you meet all of your business goals in 2018?

AI & Digital Transformation: An Interview with Bryan Martin, Chairman & CTO 8x8

8x8

Speech Analytics: Voice of the customer insights enable companies to optimize customer experiences through data-driven decisions. With powerful Speech Analytics enabled by 8x8, companies can now analyze customer interactions for compliance, deeper insights, and agent performance purposes.

Call Recording Powers the ‘Intelligent Contact Center’

OrecX

By now you have hopefully heard of the significant new trend that is emerging around the notion of “Intelligent Contact Centers”, or contact centers that fully integrate the power of analytics into the contact center function. Leading call recording solutions also offer speech analytics to auto-tag key phrases or words such as “upset”, “cancel my order” or “speak to a manager”.

Is your Call Recording Software up to the Task?

OrecX

Here are several considerations to weigh: Pulling data from 3rd party systems into the call recorder - The ability to automatically pull customer, financial and analytics data into your recorder from CRM, SFA and other systems is critical to gain a full picture of every customer and to uncover ways to optimize your sales relationship with them.

Hype or Reality? Importance of Customer Service as a Key Differentiator

8x8

Lenox made this discovery because they have robust contact center analytics that give real-time notification of trouble areas so issues can be immediately rectified.

Why is it Imperative for Businesses to Incorporate Multi-channel Call Centers?

OctopusTech

Deep Customer Analytics. Multi-channel call centers help in better customer analytics by offering a single point access to all the customer-related information which also includes a knowledge repository of past behaviors and the deep analysis of how these questions were answered.

Three Steps to More Effective Quality Management

Monet Software

But while it is certainly important to provide great service to every caller, there are some calls that are more important than others – these would include high-value customers, and/or those related to a specific promotion or upsell opportunity. Desktop analytics software (available from Monet) can make it much easier to classify calls and find those that meet any pre-determined criteria. false. 18 pt. 18 pt. false. false. false.

AI & Digital Transformation: An Interview with Bryan Martin, Chairman & CTO 8x8

8x8

Speech Analytics: Voice of the customer insights enable companies to optimize customer experiences through data-driven decisions. With powerful Speech Analytics enabled by 8x8, companies can now analyze customer interactions for compliance, deeper insights, and agent performance purposes. According to Gartner’s 2018 CIO Agenda Survey , nearly half of CIOs plan to deploy artificial intelligence to improve customer experience.

AI & Digital Transformation: An Interview with Bryan Martin, Chairman & CTO 8x8

8x8

Speech Analytics: Voice of the customer insights enable companies to optimize customer experiences through data-driven decisions. With powerful Speech Analytics enabled by 8x8, companies can now analyze customer interactions for compliance, deeper insights, and agent performance purposes. According to Gartner’s 2018 CIO Agenda Survey , nearly half of CIOs plan to deploy artificial intelligence to improve customer experience.

5 Ways AI Can Drive Proactive Customer Service

VocalCom

Understanding your customers’ behavior is critical to identifying opportunities for upselling and cross-selling. Use text analytics to offer superior service. When AI technology includes a text analytics tool, companies can understand which customer issues need to be addressed most urgently. While artificial intelligence helps brands deliver personalized customer experiences, the technology also offers another major benefit: proactive customer service.

Make Life Easier for Your Entire Workforce

Aspect

Automated real-time guidance : Provide a screen pop to agents during a call when predictive analytics have shown a high probability of a successful upsell. Since the dawn of man, people have been engaged in a compelling quest to make life easier for themselves.

Customer Experience Strategy: An A to Z Glossary

Lumoa

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. upselling to the most loyal customers) Process changes (e.g.

B2C 126

Modernize Call Center with Contact Center as a Service (Ccaas)

Dialer 360

Commanding analytics capabilities which provide actionable contact center insights. This doesn’t only increase customer satisfaction also deliver improvements in upselling and cross-sell opportunities. Reporting and Analytics to Improve the Customer Experience.

Why Customer Relationship Management Matters to Your Business

OctopusTech

2)Analytical CRM that helps in analyzing customer data. Upsell and Cross-Sell. Throughout the history of the business world, customer relationship has played a crucial part in creating a strong personal bond with people.

CRM 75

Service Spotlight: Real Results for Real Estate

TeleDirect

Our lead response management tools feature industry-leading data analytics, and they’re ultra-easy to implement, too! TeleDirect’s outbound call center services are crucial for customer retention, telesales & upselling, surveys, feedback and more!

A Contact Center Expert’s Guide to Improving CX in 2019

VHT

They can also access customer history, account information and product lists to personalize service or offer upsells. A KMS working in contact with data analytics will pop other useful information to agents as they talk with customers.

How Artificial Intelligence Impacts Your Customer Experience

VHT

Smarter Outbound Engagement – With all the data collected and analyzed, businesses are now using AI to deliver personalized, optimally-timed outbound messages which can improve upsell and cross-sell opportunities.

How to Improve Customer Experience: A Step by Step Guide

Lumoa

Text analytics help you to analyze the feedback in a fast and efficient manner, showing the tailored results valuable to your business. Upsell to the promoters and introduce new/additional services and products.

3 Things Call Centers Should Avoid to Maintain Customer Loyalty

Outsource Consultants

Improve your upselling strategy. A recent article by Ryan Kh discusses how Customer Loyalty Index can be used to measure companies’ effectiveness in providing service that retains customers.

3 Steps to Making the Most of Machine Learning in Your Organization – by Jason McNellis

ijgolding

Even if you have advanced analytics in place to ensure great customer experience, you can likely double your improvement gains with modern machine learning methods. With Centriam, you can launch company-wide CX programs powered by customer analytics in days versus months.

Business Value and ROI of Customer Experience: The Step-by-step Guide 

Lumoa

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. But you can also think of how better customer experience leads to upsell opportunities, more recommendations, fewer complaints and product support cases.

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. upselling to the most loyal customers) Process changes (e.g.

B2C 83

CREATING CREDIT UNION MEMBERS FOR LIFE

Enghouse Interactive

The goal is to not have members repeating themselves every time they interact with your company.Not only does the 360 degree view allow for easier service but it also allows you to anticipate members needs, and then upsell. Use journey analytics to drive better experiences.

Avoiding the Pitfalls of Cloud Contact Center Implementation

EPIC Connections

RFP processes are known to drag on, and vendors are known to influence and upsell buyers, losing clients in a maze of features and functions that can result in multi-million-dollar solutions when a simple ACD (Automatic Call Distribution) function would have done the job.

How to Provide Proactive Customer Service on Live Chat

Kayako

Upsell to your existing customers, Handle objections from return visitors who haven’t converted, or. A good benchmark is to set it just above your average time on page (you can find that in Google Analytics.).

11 Customer Service Metrics to Start Measuring

GetFeedback

Customer success can spot upsell opportunities, or prioritize red accounts that need extra love. Bounce rates and time on site can be measured through whichever analytics program you use for your knowledge base.

CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software

Comm100

It also gives companies the opportunity to upsell products, and convert leads. Marketing analytics (reports on how your campaigns are progressing and which campaigns are delivering the highest ROI). Customer engagement software is a modern invention that takes care of a modern problem.

CRM 75

How to Use the Phone to Your Business’ Advantage

aircall

When trying to qualify a lead, present an upselling opportunity, or follow up on a support ticket, the phone remains the most efficient method of collecting information. Making the most out of the analytical capabilities of your VoIP phone system is important here.

voip 73

Addressing metrics gaps between bot-led and human-led service

Comm100

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” The decision to take on chatbot customer service is an exciting one for companies.

Addressing metrics gaps between bot-led and human-led service

Comm100

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” The decision to take on chatbot customer service is an exciting one for companies.

SalesForce, Hubspot, Zendesk and More — Which Customer Engagement Software is Right for Me?

Comm100

Although Comm100 is primarily a customer service software, it also acts as a sales solution, helping contact centers convert leads and upsell products in real time, just as a salesperson might do in a brick-and-mortar store.

CRM 65