Calltools

MAY 27, 2020

Call scoring is like an NFL game, where your sales agents are players and you’re the coach. Like linebackers or wide receivers, each agent has a unique role to play in winning the game; you are the coach that helps your team grow and function well together. Like football, call scoring is a group effort.

Coaching 52

Coaching Government Scripts Metrics 52

Call Design

JANUARY 21, 2021

While AI won’t replace the human element of your contact centre, it can be used to gather data and information that can help your management team improve daily operations and coach agents on their performance. During these calls, AI can suggest specific products for your agents to upsell to customers. Upgrade Old Technology.

Upselling 167

Upselling Coaching Consulting Consulting 167

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Regularly evaluate their performance and provide individual coaching sessions to address areas of improvement. Examples include average call handling time, customer satisfaction ratings, first-call resolution rate, and upselling/cross-selling targets. 3- Clear Performance Metrics.

Call Center 52

Call Center First call resolution Construction call center software 52

Integrity Solutions

NOVEMBER 29, 2022

Considering how many others play a crucial role in engaging, supporting and retaining customers as well as in upselling and cross-selling, limiting development just to the salespeople will only take you so far. Are our sales managers coaching? Is the coaching perceived as valuable by the sales team? Reinforcement.

Metrics 91

Metrics Sales Coaching Accountability 91

DMG Consulting

AUGUST 10, 2023

These capabilities can help agents enhance and grow relationships with customers by suggesting upsells or new products. It provides targeted prompts for new sales, upselling, cross-selling, retention, collections, or other purposes, derived from real-time interaction insights and contextual information from other applications.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. They should be comfortable performing sales functions such as encouraging subscription renewals, upselling, and cross-selling. Coaching and training. Coaching and Training.

Management 90

Management Upselling Coaching Best practices 90

Voxjar

MAY 22, 2018

Cross-sell or upsell existing customers on the best product based on their needs. The post 101 Call Monitoring Parameters for Quality and Coaching appeared first on Voxjar. Send follow up email with reference number and service provided. Did your rep: Ask pertinent questions to discover customer’s needs. Build rapport.

Coaching 45

Coaching Scripts Calibration Telemarketing 45

CSM Magazine

DECEMBER 6, 2023

This training can be done in different forms, including on-the-job training, classroom training, shadowing, or online coaching platforms. Greater Potential for Upselling Effective customer success training programs can also lead to greater upselling potential. This Spotify upgrade banner shows a great upselling example.

Upselling 52

Upselling SaaS Advertising Marketing 52

Balto

JUNE 12, 2023

The best customer service agents can seamlessly incorporate the following tactics as well: Upselling to customers (encouraging them to purchase a higher-end product) Cross-selling to customers (encouraging them to purchase related items) Asking for online reviews Gathering customer information for marketing purposes (ex.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

Babelforce

FEBRUARY 15, 2022

Imagine you start a campaign of targeted upselling: tracking revenue per call before, during, and after the change will show the impact it has on sales. Here are some strategies you can use: Upselling and cross-selling. Encouraging agents to upsell or cross-sell can increase the revenue your contact center brings in.

Upselling 52

Upselling Contact Center Metrics Coaching 52

CSM Magazine

AUGUST 31, 2023

Provide training and coaching: Regular training and coaching can help agents improve their skills and knowledge, which can help them handle calls more efficiently. This will help build a relationship and could lead to opportunities for targeted or tailored upsells. Key benefits of making follow-up calls in a call center.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

Callminer

JUNE 3, 2019

Depending on your organization’s preferences, this can then prompt your agent to make a specific offer, upsell where applicable, redirect the call, and more. I encourage you to learn more about best practices in coaching your agents to success. . When it comes to employee nurturement, investing in the right technology pays off.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Totango

NOVEMBER 27, 2023

CSMs can then embrace their strategic role as a consultant, devoting more time to coaching customers on how to achieve their business outcomes by maximizing product value. When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities.

B2B 91

B2B CRM Enterprise Upselling 91

Fonolo

MARCH 28, 2023

Providing training and coaching: Training and coaching call center agents is an important part of the job. Customer success managers may provide customer training and support, identify opportunities for upselling or cross-selling, and work to resolve customer issues or complaints.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

ClientSuccess

OCTOBER 18, 2022

Modern CSMs are now responsible for the full spectrum of customer conversations, including those trickier ones that may center around strategic initiatives such as renewals, upsells, expansion opportunities, or, in some cases, executive concerns. .

Best practices 72

Best practices Upselling Coaching Accountability 72

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. Provide Ongoing Support and Feedback : Offer ongoing support, coaching, and feedback to employees to help them continuously improve their customer service skills.

Morale 52

Morale Customer centricity Upselling Feedback 52

ChurnZero

SEPTEMBER 14, 2021

If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. Get your Sales team to do coaching/training. Should Customer Success own the renewal and/or upsell? Sit in on sales calls. Understand the blockers that your Sales team [encounters].

Sales 94

Sales Upselling Morale SaaS 94

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Magazine

OCTOBER 12, 2022

Why not offer individual or group coaching sessions where you together review telephone interactions of frustrated customers with agents? Upskilling is upselling for agents – the art of a good conversation begins before the customer call itself, but with ongoing, open communication between management and the agents.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

TechSee

SEPTEMBER 7, 2021

Traditionally, companies have onboarded and trained new agents and technicians using one-on-one coaching or classroom-style role-playing. Visual assistance technology can also be used beyond remote support cases to enable field technicians to offer customers post-sales upsells such as: extended warranties. Onboarding & Training.

Technical Support 191

Technical Support Sales Upselling Technology 191

Fonolo

OCTOBER 4, 2022

Picture this: Y ou’re the coach of a soccer team. If an agent effectively upsells in every sales call, this likely indicates a stronger proficiency in sales. Skills-based call routing sounds super technical! While there is a tech side to it, at its heart, skills-based call routing is all about peopl e. Still with me?

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Fonolo

APRIL 6, 2021

Upsell products that match a customer’s need. On the contrary, upselling and cross-selling are natural next-level customer service boosters after a successful FAB presentation. This shouldn’t be about pushing products. Is your team in touch with the needs of your customers?

Best practices 126

Best practices Customer Service Upselling Sales 126

Quality Contact Solutions

DECEMBER 31, 1969

You answer the phone, look up answers for customers or prospects, solve problems, enter orders, upsell or cross sell, and note all the details in your CRM. To ensure success, Melissa must coach her team on customer service skills, upsell and cross-sell skills and order retention skills. Well… not really.

Telemarketing 68

Telemarketing virtual call center Average Handle Time Upselling 68

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. Related: Are you wondering what’s next in your CS career? 3: Winning By Design.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

JustCall

APRIL 4, 2023

Upselling and Cross-selling Both these techniques are extremely effective in increasing sales revenue. Upselling involves offering the customer a higher-priced or upgraded version of the product they are interested in. They must also monitor their performance and provide feedback on a regular basis.

Call Center 52

Call Center Sales Inbound sales Upselling 52

SharpenCX

APRIL 28, 2021

Coaching your team leads to better business results. But Stevie used what she learned from him to coach up and acquire funding to expand the Rosebud Motel across the nation. With a little bit of coaching from someone with more experience, Stevie flourished and took the Motel to new heights. Give direct feedback.

Management 67

Management Coaching Construction Contact Center 67

Integrity Solutions

JANUARY 15, 2020

With more companies depending on cross-selling and upselling, there are more people in non-traditional sales roles who are now expected to identify revenue opportunities and contribute in sales-related capacities. But inevitably, they discover that “coaching” the pharma rep to make 40 calls a week instead of 25 doesn’t move the needle.

Sales 90

Sales Coaching Banking Morale 90

Tethr

JULY 21, 2020

AIS highlights those behaviors that are best from the customer’s perspective and companies can use that to recognize those agents and as a way to replicate that behavior among other agents through coaching and training. Putting AIS into action. Overhaul call center QA for good.

Coaching 71

Coaching Construction Upselling Scripts 71

Amity

MARCH 28, 2018

Automation helps Customer Success teams focus their human sensitivity and it empowers them to create value and coach customer towards better outcomes. Automation helps you become a true proactive coach, an advocate, and a partner for your customers. So what, exactly, is automation good for in Customer Success, and why do we need it?

Coaching 95

Coaching Upselling SaaS Technology 95

Totango

MAY 17, 2022

Delivery of crucial customer data to sales representatives to support higher closing rates and upsells. The best customer success platforms support integrations with leading CRM tools, allowing you to leverage your CRM data and maximize sales from subscription renewals and upsells.

B2B 79

B2B Sales CRM Enterprise 79

JustCall

NOVEMBER 23, 2022

Maximizes profitability as you can not only capitalize on cross-selling and upselling opportunities but also discover high-potential revenue generation opportunities. Sales enablement helps in this regard by equipping the reps with the insights and techniques to harness upselling and cross-selling opportunities to maximize revenue.

Sales 52

Sales Upselling Revenue potential Coaching 52

Nicereply

JUNE 20, 2023

With Customer Experience talent, communication style, and ability to upsell/renew without being or seeming “salesy” are also skills we tend to look for. Our experience shows that collaboration, learning, mentoring, and coaching of teammates are facilitated more easily in person. There are still advantages to working in person.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

TeamSupport

MARCH 10, 2021

Determine if the trends indicate a development issue—such as multiple tickets regarding the same technical problem—or a customer agent training issue that can be helped with some one-on-one coaching. For more ways you can use tools like TeamInsights to interpret data and set actionable strategies, read our 3-part blog on the topic.

B2B 98

B2B Upselling Coaching Customer Support 98

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

Expivia

APRIL 1, 2021

Being a high school basketball coach, my work team sometimes gets annoyed at me for using sports references time and time again, but I think in this case it will really help make sense of what we do when evaluating live calls compared to recorded calls. Live monitoring from your supervisors and/or your QA areas is like in-game coaching.

Quality management 52

Quality management Call Center Management Coaching 52

ChurnZero

JULY 8, 2022

For example, when designing your onboarding journey, you might choose a high-touch model with one-on-one coaching for your high-value customers and rely more on a tech-touch for other lower-valued segments of your customer base. Create value-based customer segmentation to inform your customer success and support strategy.

SaaS 98

SaaS Metrics Customer retention Upselling 98

Amity

OCTOBER 24, 2016

By being experts in their field, Customer Success Managers are able to directly impact their customers’ ability to reach their goals, and they are able to build strong and lasting relationships with customers by proactively coaching them on a daily basis. Leverage automation, sit back and watch it run.

Coaching 80

Coaching Upselling Technology Management 80