Interactions

JULY 9, 2020

It is especially important in situations where new technology is being implemented to ensure there are no fears or misconceptions–especially around people’s jobs. Make sure to outline the benefits clearly so they know that this new technology is being implemented to help better support them in their role. Let your agents shine.

Education 71

Education Upselling Best practices Contact Center 71

Callminer

JUNE 3, 2019

Speech analytics technology leaves no room for guessing. Companies tend to struggle with this, as they fail to offer continual education programs or provide support to those that need an extra push. The technology works to combine what’s going on in real time with historical data for context to guide your agent to the proper solution.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Fonolo

MARCH 28, 2023

Implementing new technology may also be required. Monitoring customer satisfaction levels: A customer experience manager will evaluate feedback and monitor trends. Grow your knowledge by attending conferences and networking events, reading industry publications, and staying informed about emerging technologies and customer behaviors.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

CustomerSuccessBox

MARCH 7, 2022

As your customers become long-term users, it will give you more opportunities to upsell thereby increasing the LTV(lifetime value). Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Technology. Renewals Manager. Expansion Manager.

SaaS 52

SaaS Upselling Customer retention Accountability 52

ChurnZero

SEPTEMBER 8, 2021

This educational and networking event will be held on October 6-7 in Washington DC. Technology & Services World Fall 2021 – October 18 -20 Las Vegas, NV. The Technology & Services Industry Association (TSIA) is putting on an in-person (limited-capacity) and virtual immersive learning experience.

Personalization 95

Personalization SaaS Upselling B2B 95

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. What’s more, this approach has a direct impact on renewal and upsell rates, making it a win-win for both your company and the customer.

Benchmark 80

Benchmark Upselling Education Best practices 80

HGS

JUNE 20, 2018

According to recent research, the use of video- and visual-based technology will be increasingly favored over BPO traditional and nonvisual digital channels. Brand education of the channel’s features doubles acceptance rate, with a three-month tracking showing a customer channel use growth from 15% to 33%. Wed, 06/20/2018 - 23:52.

Upselling 100

Upselling Average Handle Time Education Customer effort 100

CustomerSuccessBox

JUNE 20, 2022

Detect and Act on Upsell & Cross-sell Opportunities. A Customer Success software monitors product usage and engagement level to identify the upsell signals. Thereby you will be able to create alerts and tasks to act upon so that you never miss on any upsell and cross-sell opportunities. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials. Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Gauge the effectiveness of your customer education touchpoints .

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Totango

MARCH 26, 2021

Today’s Customer Lifecycle Is Technology-driven. As the concept of the customer lifecycle has developed, understandings have changed under the influence of technology. In this article, we’ll paint a full picture that incorporates the latest technology and provides actionable advice for optimizing each stage of the customer lifecycle.

SaaS 66

SaaS Best practices Upselling Education 66

Global Response

JULY 10, 2023

Again, the focus on customer service and call centers in the Philippines create a strong cultural emphasis on high-quality education and training, resulting in better quality compared to other offshoring destinations. Highly Educated Workforce. Establish technological support and infrastructure.

Call Center 62

Call Center outsourcing Technical Support Education 62

TeamSupport

MAY 11, 2021

Pete introduced the session by talking about why it’s so important to shift your focus to your existing customer base, what a positive impact it will make to your recurring revenue, and how today’s innovative technologies can help. 30% of technology companies have come to market with, or moved exclusively to, a subscription licensing model.

B2B 98

B2B Upselling Metrics Education 98

Quality Contact Solutions

MARCH 11, 2021

Conferences, Seminars, Sales Events, and Webinars are great ways to demonstrate your products and services through education. Cross-sells & Upsells: Do you have a group of accounts that your team cannot make contact with consistently? Having a major event and need your target audience to know about it?

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Global Response

FEBRUARY 28, 2024

Outsourcing call center operations is much more cost-effective as it eliminates the need to invest in infrastructure, technology, and staff. Access to advanced technology Professional call center service providers use advanced technologies like CRM systems, AI chatbots, and call routing software to enhance the customer experience.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

Expivia

MARCH 18, 2021

Utilize Software and Technology. If you truly want to have a world-class call center, you need technology to do this. However, most call centers don’t have this technology. Educate With a Purpose. When you get a new agent, educate them on the importance of all the skills above. Upsell/Cross-sell.

Call Center 98

Call Center Customer Service Education Average Handle Time 98

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . They are becoming standard because companies are increasingly recognizing how CS technologies can reduce churn and generate revenue by improving the customer experience.

Upselling 64

Upselling Accountability Enterprise Metrics 64

Beyond Philosophy

APRIL 14, 2022

I was very pleased to have Chief Technology Officer of Zendesk Adrian McDermott ( @amcdermo ) join us and explain what these numbers mean and what organizations should do with their experiences to take this concept beyond lip service and do something with it. . Let that upsell be someone else’s job.

Contact Center 195

Contact Center Upselling Education Engineering 195

JustCall

AUGUST 7, 2023

The consultative nature of conversational sales unlocks opportunities for businesses to leverage artificial intelligence technologies for sale. 5 Ways to Use Conversational Intelligence Technology for Sales Teams From the above, it is evident that conversational technologies add quite a punch to the sales processes.

Chatbots 52

Chatbots Sales Surveys Upselling 52

CustomerSuccessBox

FEBRUARY 28, 2022

Technology has radically changed the world. However, what has changed more radically is the way the technology is purchased and adopted by a customer. The LAER (Land, Adopt, Expand, Renew) model was developed by Technology Services Industry Association (TSIA). First, let’s clearly define and understand the LAER model.

Upselling 52

Upselling Customer advocacy SaaS Education 52

CSM Practice

FEBRUARY 24, 2020

It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. This is an essential metric for technology companies that have a license-based pricing model or are able to set an expected license level for different customers. 7. Outcomes Achieved.

Metrics 52

Metrics Education Upselling SaaS 52

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials. Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Gauge the effectiveness of your customer education touchpoints .

Customer Experience 85

Customer Experience Education Customer centricity Metrics 85

ChurnZero

DECEMBER 7, 2023

Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content. Their answer: a new ChurnZero play, consisting of 10 carefully crafted touchpoints, to educate and engage. Innovation Hero: AppFollow Aligning customer-facing teams through intelligently integrated technology.

Accountability 52

Accountability Upselling Sales Marketing 52

Totango

AUGUST 18, 2022

Finally, we’ll offer some tips on why optimizing your onboarding process matters and how you can leverage technology to integrate your checklist into an efficient onboarding process. Educating the customer on how your platform can support their business goals. What Is the Client Onboarding Process? Personalizing dashboard interfaces.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

ChurnZero

SEPTEMBER 8, 2021

This educational and networking event will be held on October 6-7 in Washington DC. Technology & Services World Fall 2021 – October 18 -20 Las Vegas, NV. The Technology & Services Industry Association (TSIA) is putting on an in-person (limited-capacity) and virtual immersive learning experience.

Personalization 52

Personalization SaaS Upselling B2B 52

JustCall

APRIL 3, 2023

Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells. Training and education: Customer success teams also provide training and education to customers to help them get the most out of the product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

CSM Practice

AUGUST 24, 2020

Vice President of Revenue Enablement at Accent Technologies. Hiring CSM Practice for this strategy development initiative introduced Accent Technologies to key business efficiencies and significantly improved key sales and customer success metrics. Watch the roundtable session recording now: Business Overview. Development .

Construction 52

Construction Best practices Upselling Sales 52

TeamSupport

AUGUST 30, 2019

As a result, some customer support and success teams are beginning to explore ground-breaking technology called emotion detection. This is exactly what speech technology can detect. With speech analysis technology, your team can flag customers who answer this question with "no" but are likely lying.

Customer Support 60

Customer Support Upselling B2B Technology 60

Totango

AUGUST 21, 2020

And we’re helping to educate the partners on that we’re providing better data and insights so they have some of the same kind of insights we have about customers. . SC: The processes established for harmonized customer engagement changed and were defined over time, the technology is an enabler to that. What data is used?

Upselling 115

Upselling Accountability Metrics SaaS 115

Global Response

SEPTEMBER 11, 2023

Whereas in-house call centers have significant overhead costs, higher staff salaries, and more expensive equipment and technology fees, outsourced call centers spread the costs of overhead, technology, software and so on across all of their clients, making fees much lower. Access to more specialized expertise and technology.

outsourcing 62

outsourcing Call Center Healthcare Service level 62

Outsource Consultants

SEPTEMBER 19, 2018

Technology. Costa Rica is one of the most politically stable nations and quality living standards with one of the best educational systems in Latin America. These components of Costa Rican life contribute to highly educated, highly skilled agents. Hospitality.

outsourcing 52

outsourcing Contact Center Telemarketing Technical Support 52

ChurnZero

NOVEMBER 27, 2019

This along with p roper education, planning and an openness to adjust y our approach are important tools for break ing down barriers to monetization. . When determining the technology that can best support your team, step back and consider your end goal s. A re you assessing health? Automating processes?

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Mindtouch

OCTOBER 23, 2017

A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. Renewals and upsells matter more. Companies are increasingly adopting subscription-based business models so customer renewals and upsell metrics beat any cost-saving KPI. This third wave of innovation is different.

Self service 65

Self service Upselling SaaS Customer Support 65

Outsource Consultants

APRIL 29, 2019

Highly-educated populations. Highly-educated labor pool; low labor cost. With the latest security technologies in-house, our call center partners safeguard customer data in compliance with all industry regulations, including PCI 3.22 Sales with upselling. Large & efficient transportation system. DSS, SOC 2 and HIPAA.

outsourcing 59

outsourcing Business Process Outsourcing Transportation Call Center 59

JustCall

FEBRUARY 5, 2020

With 2020 opening up, the education industry is all set to witness more advancements. An efficient education tech stack during such times is a priority. But before making the apt choice, a vivid knowledge of the targets that the education tech stack will be going to serve is also essential. loss of tracks of leads.

Education 84

Education CRM Sales Accountability 84

CSM Practice

JANUARY 13, 2021

Technology. They are also in charge of setting up interactions like Quarterly Business Reviews (QBRs), customer education, and helping customers implement as many features as possible. Expansion managers focus on growing customer accounts by finding new opportunities to upsell and cross-sell. Technology. Best practices.

SaaS 98

SaaS Customer centricity Accountability Education 98