Pointillist

MARCH 20, 2019

Cross-sell/Upsell Customers who are delighted with their experience spend more with a business by buying additional products and services. It can do so without annoying your customers after every interaction (while taking into account any survey results that you already have). Segment Customers Not all customers are alike.

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

Global Response

DECEMBER 21, 2022

Did you know that a survey of marketing leaders revealed that 81% believe their brands compete mostly or solely on the basis of customer experience? However, when customers were surveyed, only 8% of customers agreed. These are typically offered to customers as a quick survey after a call or web chat.

Feedback 62

Feedback Metrics Personalization Customer Experience 62

Squelch

MAY 27, 2019

Just consider these studies : A 2018 global survey by Econsultancy and Adobe found that 65 percent of respondents reported that “improving their data analysis is a very important factor in delivering a better customer experience.” average handle time, first call resolution, and self-service deflection) to success KPIs (e.g.

Customer Experience 40

Customer Experience Average Handle Time First call resolution Upselling 40

OctopusTech

SEPTEMBER 9, 2023

Businesses choose this call center as they don’t want to spend their budget on infrastructure and staffing or their maximum time on handling high call volumes. They have a team of professionally trained experts who manage both high and low call volumes. In addition to this, they are also trained in upselling techniques.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

ProProfs Blog

JUNE 5, 2020

They’ve made integrations with native apps such as ProProfs Knowledge Base , ProProfs Help Desk , & ProProfs Survey Maker possible for their forever free plan users too. Integrating your live chat tool with a CRM platform to identify upsell opportunities. Is web chat cheaper than a voice call? And that’s not all.

CRM 129

CRM Upselling Feedback Sales 129

aircall

JANUARY 6, 2021

Upselling, cross-selling, and social selling. Financial service providers that are proactive in making outbound calls demonstrate that they’re actively managing their customers’ accounts. Automated surveys provide an easy way to gauge customer satisfaction. . Aim for first-call resolution.

Sales 62

Sales Banking Call Center Upselling 62

ProProfs Blog

APRIL 17, 2020

In one of the surveys too, 47% of business owners find customer satisfaction to be one of the most important metrics to measure success. Pay attention to everything that they tell you in surveys and support sessions. Increase your chances to upsell. . Figure out the reason they decide to leave. . 4: Net Promoter Score (NPS).

Metrics 142

Metrics Customer retention SaaS Surveys 142

NobelBiz

JULY 25, 2023

Feedback Forms: Post-call or post-chat surveys and feedback forms provide direct customer insights which are then fed into the analytics system. Trend Analysis: Reports highlight emerging patterns over time, helping managers anticipate peaks or troughs in call volumes or understand seasonal trends.

Analytics 98

Analytics Call Center Scripts Contact center software 98

8x8

MAY 15, 2018

According to Gartner’s 2018 CIO Agenda Survey , nearly half of CIOs plan to deploy artificial intelligence to improve customer experience. This significantly speeds first-call resolution and transforms the overall customer experience. Can you tell the 8x8 community about yourself and your role at 8x8?

First call resolution 66

First call resolution Enterprise Analytics Upselling 66

NICE inContact

OCTOBER 3, 2018

In a study by ContactBabel, only 15% of companies surveyed said they were able to deliver an omnichannel experience. Here are some ideas from the Proving ROI section of the whitepaper: Increasing revenue, by: Increasing upsell/cross-sell due to fewer customers abandoning their transactions. Increasing customer lifetime value.

First call resolution 48

First call resolution Upselling Education Self service 48

8x8

MAY 15, 2018

According to Gartner’s 2018 CIO Agenda Survey , nearly half of CIOs plan to deploy artificial intelligence to improve customer experience. This significantly speeds first-call resolution and transforms the overall customer experience. Can you tell the 8x8 community about yourself and your role at 8x8?

First call resolution 48

First call resolution Enterprise Analytics Upselling 48

8x8

MAY 15, 2018

According to Gartner’s 2018 CIO Agenda Survey , nearly half of CIOs plan to deploy artificial intelligence to improve customer experience. This significantly speeds first-call resolution and transforms the overall customer experience. Can you tell the 8x8 community about yourself and your role at 8x8?

First call resolution 48

First call resolution Enterprise Analytics Upselling 48

VHT

SEPTEMBER 10, 2018

Data across every channel can now be used to prioritize customers and route them to the optimal agent, which minimizes wait times, reduces transfers and increases the number of first call resolutions.

Customer Experience 48

Customer Experience Chatbots Self service First call resolution 48

8x8

DECEMBER 3, 2018

Improved customer experience, both during and outside of the holiday rush, has resulted in an increase in upsells by contact center agents, and higher customer satisfaction in general. Evaluate post-engagement surveys and find your average rating. Three ways you can assess where you are today: Get your Net Promoter Score.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Operational Metrics: First Call Resolution (FCR). Upsell and Cross-sell Revenue Growth. Submit Survey. Call Support Center.

Analytics 93

Analytics Government APIs Metrics 93

Robert Davis

MARCH 2, 2017

RCDA’s focus is client-dependent and ranges from improving acquisition rates, improving customer retention and improving VOC and NPS to upselling and cross-selling products and services. After ensuring understanding, call coaching focused on exceeding customer expectations from greeting to close. Cable/Satellite Provider.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

Voxjar

MARCH 21, 2019

Did the agent achieve first call resolution? Cross-selling and upselling. Save notes post-call. For example: A rep is scored 3/10 on “tone of voice” because she wasn’t upbeat enough on the call according to her manager. How did they hear about us? Behaviors to promote in reps: Script adherence.

Metrics 40

Metrics Coaching Scripts Contact Center 40

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Is your organization already aware of specific pain points and friction in your customers’ journeys? and delivers meaningful ROI.

Analytics 43

Analytics Metrics Government Journey mapping 43

JustCall

MARCH 29, 2022

Subscription-based models do not limit customer relationships to one-time transactions and open the door to numerous upsell opportunities. Perfecting upsell and cross sell . You need to demonstrate real value for the upsell and this is where enhanced product knowledge comes in. This also speeds up the transformation process.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98