Ann Michaels and Associates

APRIL 17, 2019

Upselling and cross-selling are both beneficial for any industry for one simple reason: more revenue. But you must be strategic in how you approach your customers or they will see right through the “You may also like …” sales pitch. Keep reading to learn how to use upselling and cross-selling to your advantage.

Upselling 40

Upselling Coaching Feedback Sales 40

JustCall

MAY 4, 2023

Monitoring sales performance is essential for any business to achieve success. By tracking the key success metrics and analyzing sales data, companies can uncover areas of improvement, optimize their sales processes, and boost revenue. Let’s start with the basics!

Sales 52

Sales Metrics Analytics CRM 52

JustCall

MAY 4, 2023

Monitoring sales performance is essential for any business to achieve success. By tracking the key success metrics and analyzing sales data, companies can uncover areas of improvement, optimize their sales processes, and boost revenue. Let’s start with the basics!

Sales 52

Sales Metrics Analytics CRM 52

aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? spend over $70 billion on sales training every year. As you develop your sales team training program, you’ll need to have a good understanding of the purpose and goals of the training.

Best practices 62

Best practices Sales Call Center Coaching 62

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Tethr

JUNE 22, 2020

How our customer success team uses the power of conversation intelligence to improve customer experience by listening at scale, turning raw, unstructured voice of customer data into actionable insight so you can transform your business and your customer experience. Although, you won’t need a Ph.D.

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

JustCall

NOVEMBER 22, 2023

In this article, we will dive deep into these challenges and explore how fixing the agent tech stack mess can pave the way for happier agents and even happier customers. The Challenges of a Cluttered & Complex Agent Tech Stack When it comes to customer experience , things can get tricky real fast.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

Totango

OCTOBER 20, 2022

In some companies, customer success managers may play an active role in the sales process, helping sales representatives elicit customer goals and persuade buyers of product benefits. At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Initiative.

Management 91

Management Upselling Coaching Best practices 91

ChurnZero

FEBRUARY 3, 2021

As a follow-up to our well-attended webinar on “ Selling for People Who Don’t Love Sales ” with Bryan Neale from Blind Zebra Consulting, we wanted to get more of our audience’s questions answered. . We hope this helps answer all of your questions on Sales skills for Customer Success Managers. .

Sales 52

Sales Upselling Coaching Personalization 52

TechSee

SEPTEMBER 7, 2021

However, Visual Assistance can deliver value to many other use cases, all of which can help your organization save time and money and improve both the employee and customer experience. Brands can communicate with their customers providing them with added value beyond the point of sale in areas such as: product support .

Technical Support 191

Technical Support Sales Upselling Technology 191

DMG Consulting

AUGUST 10, 2023

Real-Time Guidance Is Key to a Great Service Experience View this article on the publisher’s website. Real-time guidance (RTG) solutions are designed to advise and guide agents in resolving and handling service inquiries or closing a sale or collection. Signup for DMG’s free monthly newsletter.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Callminer

JUNE 3, 2019

Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and train, but it can also lead to bad customer experiences—an indirect attack against the heart of your brand. I encourage you to learn more about best practices in coaching your agents to success. .

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Fonolo

OCTOBER 4, 2022

Picture this: Y ou’re the coach of a soccer team. Say a customer would like to upgrade their package. Their call would be automatically routed to a skilled sales agent. Customer satisfaction (CSat) scores will improve. Customer service and overall customer experiences will improve. Customer support.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Fonolo

APRIL 6, 2021

Don’t let your business fall short when it comes to delighting customers with great customer service. Every time a customer interacts with one of your sales associates or call center agents, the outcome will impact how shoppers perceive your retail brand. Upsell products that match a customer’s need.

Best practices 126

Best practices Customer Service Upselling Sales 126

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. Start with: What is Customer Experience?

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

JustCall

AUGUST 7, 2023

But did you know that you could also use conversational AI for sales? In fact, the strategic use of AI in sales and marketing can automate the entire value chain and make businesses even more profitable. What is Conversational Sales? Conversational AI can embody these characteristics to engage customers more meaningfully.

Chatbots 52

Chatbots Sales Surveys Upselling 52

JustCall

MARCH 9, 2023

Considering the value it adds to businesses planning to scale, it’s no wonder that major industries are embracing conversation intelligence to improve their customer experiences. Do you lead a sales team that’s highly competitive? Are you looking to scale your sales operations?

Coaching 52

Coaching Sales Chatbots Analytics 52

JustCall

APRIL 28, 2022

Context is everything in sales and customer service. With a thorough understanding of a customer’s background, reps can tailor their interactions and deliver those customers an excellent experience. This level of tracking allows businesses to determine which calls convert into sales or leads and which do not.

Sales 52

Sales Coaching CRM Metrics 52

Voxjar

MAY 22, 2018

When you experiment with different metrics and track improvement over time, you set yourself up for success. With the right data, you can grow revenue through agent performance, increase margins through efficiency, and improve your customer experience by removing friction from their journey. . Build rapport.

Coaching 45

Coaching Scripts Calibration Telemarketing 45

Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. Missed Opportunities for Upselling and Cross-Selling: Genuine care and personalized interactions create opportunities to upsell or cross-sell additional products or services.

Morale 52

Morale Customer centricity Upselling Feedback 52

Tethr

JULY 21, 2020

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

Coaching 69

Coaching Construction Upselling Scripts 69

NobelBiz

JULY 25, 2023

Embracing the Voice of the Customer is the ultimate key to unlocking customer happiness and conquering the realm of exceptional customer experiences. Meet the renowned Contact Center Coach, Michael Tamer, also a training expert, CEO at Proponisi, and an accomplished author.

Analytics 98

Analytics Call Center Scripts Contact center software 98

CSM Practice

SEPTEMBER 18, 2020

In this Chat and Learn series, we invited Taylor Johnston, Director for Customer Success at Salesloft, a sales engagement platform that helps sales organizations deliver better sales experience for their customers. Sales/CS experience. Project management experience. Renewals at Scale.

Upselling 52

Upselling Finance Customer centricity Accountability 52

Fonolo

APRIL 6, 2020

Perfect for any remote sales team, the cloud-based service not only allows you to manage it through an app but it allows you to use local numbers from at least 75 countries in the world. You can have an automatic dialer and provide general customer support through call recording and its many other functions.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

NobelBiz

JULY 19, 2022

However, when it comes to customer service or sales departments that are using advanced contact center software to receive or make calls all day, you can’t afford to make mistakes or you’ll lose a prospect or a client. Discover a wealth of invaluable insights into the world of customer experience.

Contact Center 52

Contact Center Contact center software Coaching Telecommunications 52

Balto

AUGUST 30, 2022

This leads to more interactions and more opportunities to enhance or detract from the customer experience. Good customer experience is always important, but it’s even more crucial during a down economy. Contact centers are on the front lines of creating customer experiences, either positive or negative ones.

Contact Center 52

Contact Center contact center solutions Coaching Contact center software 52

Global Response

MAY 22, 2023

Outbound Call Centers Outbound call centers focus on outgoing calls and customer research, marketing or sales. For outbound call centers, automated dialers are the more necessary technology, so agents can focus on connecting with customers and not manually calling through lists only to reach answering machines or inactive numbers.

Call Center 62

Call Center outsourcing Benchmark Metrics 62

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively CSM Mastermind: Handling High-Risk Customers and Preventing Churn Moments of Truth (playlist): Focused, impactful CS advice from leaders. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

CustomerSuccessBox

FEBRUARY 28, 2022

Let’s take a look at how these teams can carry out these steps of the customer experience. This phase encompasses all the sales and marketing activities that help to secure the first sale of a product to a new customer, as well as its initial implementation. Land’ would be the first phase in the LAER model.

Upselling 52

Upselling Customer advocacy SaaS Education 52

CSM Magazine

MARCH 16, 2023

This means applying Machine Learning (ML) to call transcripts to automatically find the ‘needles’ or key topics and library of associated phrases that really matter such as those relating to churn risk, compliance or upsell. Create Conversational Clarity The average organisation analyses just 2% of customer interactions.

Analytics 52

Analytics Coaching Finance Upselling 52

JustCall

APRIL 3, 2023

The rise of live chat and social media services may give one the impression that customer calls are a thing of the past. Similarly, 41% of the sales reps consider phones to be the most effective sales tool. Clearly, phone calls still play a huge role in customer service, and a contact center is incomplete without a call service.

Inbound sales 40

Inbound sales Telemarketing Technical Support Contact Center 40

ChurnZero

NOVEMBER 4, 2022

To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news. We know that instinctively, and by doing the renewal, the upsell, the cross-sell, we’re actually adding a lot more value to the customer.

SaaS 98

SaaS Customer centricity Finance Best practices 98

SharpenCX

MAY 16, 2022

Inbound contact centers are designed to respond to inquiries initiated by the prospect or customer. The communications can include a mix of sales inquiries, changes to orders, questions about billing, complaints about your product and more. The volume can be unpredictable, as can the mix of issues prompting customers to reach out.

Contact Center 67

Contact Center Scripts Call Center call center software 67

ChurnZero

APRIL 26, 2019

Read on to discover how thinking like a Human Resources Manager, introducing your product early, and leveraging a coaching or shadowing program can turbocharge your onboarding experience. . Like Customer Success, an effortless experience is one most telling traits of an organization that excels in their Human Resources.

Coaching 58

Coaching Metrics Upselling SaaS 58

Robert Davis

JANUARY 10, 2017

They design these efforts to bring in revenue by enticing customers with special offers. Organizations expect that the agents taking these calls will not only sell the product or service marketed, but they will also upsell, cross-sell and create an excellent customer experience. Planning.

Contact Center 48

Contact Center Marketing Coaching Upselling 48

Global Response

JANUARY 31, 2024

The Telemarketing Sales Rule (TSR): Call centers must provide accurate information to their customers regarding the goods and services they provide. based call centers naturally understand the current state of the market, cultural norms, and customer expectations. business practices and consumer protection standards.

Call Center 62

Call Center Telemarketing Government Healthcare 62

Balto

AUGUST 3, 2022

We limited respondents to those whose organizations contained sales, customer service, or collections contact centers. Here are some fast facts that more tenured executives intuitively understand: Consumers want a personalized experience when they interact with your brand. Letting customers know about incentives and sales.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52