DMG Consulting

AUGUST 10, 2023

These capabilities can help agents enhance and grow relationships with customers by suggesting upsells or new products. Real-time guidance and NBA tools give agents the insights they need to elevate each customer interaction from an information-gathering and delivery exercise to a problem-solving and relationship-building session.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Nicereply

JULY 28, 2022

Salespeople need to realize that customer service teams know how to talk to customers, find solutions to problems and identify the causes. Sales representatives have probably no idea how to use AI writing assistants in customer service strategy. Or that they have an average handle time target.

Sales 59

Sales Customer Service Upselling Average Handle Time 59

Outsource Consultants

MARCH 29, 2021

Don’t waste time pairing conflicting KPIs, such as setting a lower agent AHT goal with increased upsell targets. By nature, upselling requires time for agents to explain the benefits of your brand’s products. Agree on success measures — “Reduce your hold time by 30%.”.

Management 76

Management Calibration Call Center Average Handle Time 76

Vcaretec

JUNE 6, 2022

Our team of Care Specialists has to have deep knowledge of the product lines and an understanding of pairings, combinations, and how to make recommendations for the customer. One of our clients, Hugo Boss, has a very large product catalog, with half a dozen brands across the company, including Boss Black, Boss Selection, and Hugo.

Customer Service 96

Customer Service Average Handle Time Upselling outsourcing 96

Infinity

JUNE 13, 2022

Reduce averaging handling time in your contact centres. Even better, call centre software can provide detailed data and reports which have the power to dramatically increase sales and average order value, through tactics such as upselling and cross-selling. Decrease customer acquisition costs using real insights.

Average Handle Time 52

Average Handle Time Scripts Analytics Upselling 52

OctopusTech

MARCH 11, 2022

It includes subscription renewal calls, upsell, sales calls, cross-sale, feedback calls, informing customers about discounts and offers, and an introductory call during a launch of a new product. It includes services like customer feedback, pitching with discounts and offers, cross-selling and upselling.

Call Center 62

Call Center Inbound sales Technical Support Upselling 62

Babelforce

APRIL 28, 2021

Key to providing a great customer experience is ensuring all agents know how to do so. Or, it can monitor the call for potential sales or upsell opportunities and alert agents. You can read more about how to use NLU as a powerful agent productivity tool here. #5 Take Average Handling Time.

Call Center 52

Call Center Average Handle Time Customer Service Interactive Voice Response 52

TechSee

JULY 17, 2018

Enabling image input into IVR shortens the entire process significantly: shorter average handling times (AHT), shorter call times, and best of all, an opportunity to wow customers. The bot automatically identifies the machine’s model, and suggests compatible capsules and other upsells.

Wait times 114

Wait times Interactive Voice Response Self service Call Center 114

JustCall

APRIL 4, 2023

In this blog, we will explore the inbound call center agent duties and understand how to create a solid inbound call agent job description. Providing information : Another core area of responsibility for call center agents is providing accurate and timely information to customers. Maintain a high level of professionalism at all times.

Call Center 52

Call Center call center software Upselling Scripts 52

JivoChat

AUGUST 24, 2021

How to calculate it: Send a survey to your customers asking them to rate their experience on a number scale (such as 1-10). Then, to calculate the average CSAT, you can use the following formula: Average CSAT = total combined value of all CSAT ratings / # of customer ratings.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

Expivia

MARCH 18, 2021

Managers and supervisors need to teach reps how to handle calls with the right tone. Without this knowledge, they can’t help the customer in time. Not to mention that the average handle time increases with every second an agent needs to look up instructions. This educates the agent and you at the same time.

Call Center 98

Call Center Customer Service Education Average Handle Time 98

24-7 InTouch

FEBRUARY 25, 2020

This helps agents understand not only how to do their job, but also how to become experts in the culture and products of the brand they service. Real-Time: Is there a desire for real-time data views and where should this information be available for access? Average Talk Time. Interactions per Labor Hour.

Brand ambassadors 52

Brand ambassadors Customer Service Calibration Average Handle Time 52

JustCall

MAY 5, 2022

Conversational agent solutions chip in even here, providing real-time feedback to the sales reps. It offers situational prompts, helping reps how to pivot their approach, what questions to ask, how to answer the prospects, and inevitably how to close that deal. Reduce Average Handling Time.

Sales 52

Sales First call resolution Average Handle Time CRM 52

Inbenta

DECEMBER 14, 2021

They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment. Support diversification by recommending, cross-selling, or upselling appropriate products. Speed up average handling times (AHT) and increase first-contact resolution.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

Global Response

MAY 22, 2023

Typically, outbound call centers focus on: marketing and sales audience research and surveying follow-ups or appointment setting upselling and cross-selling lead generation Blended Call Centers As the name suggests, blended call centers handle both inbound and outbound calling.

Call Center 62

Call Center outsourcing Benchmark Metrics 62

Monet Software

OCTOBER 10, 2019

Beyond that, if your agents are truly doing an excellent job, they will begin cross-selling and upselling customers who originally called in due to a negative experience. Without understanding where your call center’s pitfalls are, you can’t fully understand why you are struggling, let alone, how to fix it. Average Handling Time.

Contact Center 54

Contact Center Management Average Handle Time Call Center 54

SharpenCX

MAY 16, 2022

Average Handle Time (AHT). This is the time it takes for an agent to complete a phone call or a “session.” And it’s also great for creating opportunities to upsell and cross-sell your products and services. How to Choose the Right Outbound Call Center Software. This tracks your agents’ efficiency.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Babelforce

NOVEMBER 30, 2022

Average speed of Answer is a call center KPI which indicates the average amount of time a caller must wait to reach an agent after they’ve entered a queue. This does not include time spent navigating an IVR system. Average Handling Time (AHT). A lower ASA is considered a sign of a healthy call center.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

Enghouse Interactive

AUGUST 13, 2018

In this blog we will take a look at some top tips on how to improve quality management across all channels, to help guarantee consistent good service. Historically, most have focused on ‘nuts and bolts’ metrics like average handle time, how many calls are processed per day and what channels did they come through.

Average Handle Time 40

Average Handle Time Scripts Quality management Coaching 40

JustCall

MARCH 10, 2023

Deliver your pitch: “With the <product>, you can achieve <results/outcomes> and gain <value proposition>” Handle sales objections: “That’s a valid point, but let me tell you <solution>” Integrate a call to action: “Shall I sign you up for a trial period?” What is the importance of call flow in a call center?

Call flow 40

Call flow Contact Center Scripts Interactive Voice Response 40

Mindtouch

JULY 31, 2017

Traditionally, time-to-close/average-handle-time, tickets-in-queue, and other metrics that measure the cost of each case or interaction is how Support Agents were judged on a job well done. From Now-How to Know-How. Instead of wondering, “Now how did we do that?”

Average Handle Time 48

Average Handle Time Self service Revenue potential Upselling 48

NobelBiz

JULY 25, 2023

This precious information allows us to truly understand what makes our customers tick and how to make them gleefully satisfied. Christian Montes, Executive Vice President of Client Operations @NobelBiz Real-time Feedback and Training A standout feature of interaction analytics in call centers is its ability to provide real-time feedback.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Global Response

DECEMBER 21, 2022

In this article, we’ll break down the ways that quality assurance can help improve various facets of your service, as well as how to design, implement and evaluate a new or existing QA program. A QA process can help improve quality of customer service by measuring qualitative data from calls and interactions alongside quantitative data.

Call Center 62

Call Center Outbound sales Feedback Best practices 62

JivoChat

MARCH 15, 2021

Now that we went over the benefits of omnichannel customer service, it’s time to get into how to implement it and the best practices to use. Check a few out and see how they can work for you. Train agents to upsell and cross-sell. 10 Omnichannel Customer Service Best Practices. Break down silos.

Customer Service 52

Customer Service Multichannel CRM Upselling 52

Comm100

OCTOBER 28, 2015

Employees can handle multiple customer chats at once. Chats have lower average handling time. Chatting with your customers can make it easier to upsell without the negative feelings experienced on the phone or in person. How to Implement Live Support. No extra equipment needed. No Extra Equipment.

Average Handle Time 73

Average Handle Time Upselling Scripts Sales 73

Comm100

AUGUST 21, 2018

You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing. Average Handle Time (AHT) – What is the average duration of a single interaction with your chatbot? Comparing Chatbot and Agent Metrics – How to Close the Gap.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Comm100

AUGUST 21, 2018

You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing. Average Handle Time (AHT) – What is the average duration of a single interaction with your chatbot? Comparing Chatbot and Agent Metrics – How to Close the Gap.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40