Callminer

JUNE 3, 2019

These situations put your employees at a high risk to not correctly solve a customer inquiry—something that simply can’t be resolved with a script. 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.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Infinity

MARCH 2, 2022

It can gather intel that will increase lead generation and support upselling. In this blog, we’ll explore what real-time monitoring is, why it’s a critical tool for your business, and how call tracking can amplify your call centre efforts. It can also help your call centre agents and wider teams become even better at what they do.

Scripts 52

Scripts Upselling Analytics Customer centricity 52

DMG Consulting

AUGUST 10, 2023

These capabilities can help agents enhance and grow relationships with customers by suggesting upsells or new products. can be considered to decide how to best assist them with the interaction. Data about the agent—their tenure, skill proficiencies, key performance indicators, etc.—can

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Balto

AUGUST 3, 2022

But how exactly do agents create value on calls? Upselling and cross-selling were viewed as the least effective skills for garnering revenue — this is a prime coaching opportunity. The Case For the Anti-Script: A Multifactor Analysis of Script Adherence - Balto Ai. quotes, feedback, etc.) across at least 20 reviews.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Infinity

MAY 3, 2022

Here are just some of the benefits of implementing call centre software into your business: Perfect agent scripts – By highlighting keywords that are related to certain call outcomes, you can test sales scripts. Simple adjustments can help you increase average order value, improve your upselling, and reduce cost per conversion.

Analytics 52

Analytics Scripts Upselling CRM 52

ChurnZero

SEPTEMBER 7, 2023

How to run an effective quarterly business review (QBR) If you’ve never led a quarterly business review before, or you’re looking to revamp your QBR’s format and script, I’ll walk you through my QBR process from preparation and kickoff to conclusion and follow-up.

Accountability 52

Accountability Upselling Scripts Personalization 52

Babelforce

SEPTEMBER 15, 2021

New hires may be unaware of basics like: How to answer calls professionally What to say to callers before putting them on hold How to check a customer’s needs are met before hanging up How to practice active listening Phone skills like bridging or transferring a call. 4 Go beyond scripts. 3 Use simulated calls.

Call Center 102

Call Center Scripts Contact Center Airlines 102

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. Following scripts : Call center agents may also be required to follow specific scripts or call flows when handling certain types of calls or customer inquiries. Who Is an Inbound Call Agent?

Call Center 52

Call Center call center software Upselling Scripts 52

aircall

FEBRUARY 5, 2021

This typically starts on how to provide a good customer experience in alignment with both the customer’s and businesses needs. How to Define Your Call Center Needs. The call center representative is so scripted, the call seems impersonal. Call center representatives are inconsiderate or not attentive enough.

Call Center 62

Call Center Average Handle Time call center software CRM 62

SmartKarrot

OCTOBER 3, 2023

Now that we know how about playbooks, this article focuses on why every CSM needs playbooks and how to go about building one. Metrics to evaluate how effectively and efficiently issues are resolved, which can be used for continuous improvement. Include tracking mechanisms to monitor the success rates of these growth initiatives.

Management 19

Management Best practices Upselling Scripts 19

Totango

SEPTEMBER 13, 2022

Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify how customer success differs from customer service. We’ll show you how to create a customer success playbook customized for your business. Onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

Infinity

AUGUST 9, 2021

Developing a clear understanding of your customer’s needs using contact centre analytics can highlight which actions lead to an increase in positive sentiment, equip your agents to avoid awkward silences and pinpoint the common causes of frustration to improve your scripts and significantly increase your successful call outcomes.

Analytics 52

Analytics Scripts Upselling CRM 52

JustCall

MARCH 10, 2023

Conclude with upselling/cross-selling: “If you’re interested in <product 1>, you might also want to check out <product 2>, which offers XYZ extra.” Such proactive enablement leaves no ambiguity on how to get work done and prevent burnout. Follow a Script When you think of it, call flows are like decision trees.

Call flow 40

Call flow Contact Center Scripts Interactive Voice Response 40

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Making upsell offers. Upsell offers. How to Map Your Customer Journey B2B Touchpoints. Delivering customer support.

B2B 116

B2B Journey mapping SaaS Engineering 116

JustCall

MARCH 6, 2023

Over time, this leads to retention, upselling and overall brand satisfaction. How to Track Agent Productivity Businesses clearly need to call center agent productivity. Preparing detailed call scripts as well as recording calls are other ways to track the performance of call center agents. – Out of date technology.

Call Center 52

Call Center Abandon rate Metrics Upselling 52

Totango

MARCH 15, 2022

In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls. We’ll cover how to optimize your hiring practices, operational procedures and technology selections in order to ensure that your scaling strategy yields successful results.

Best practices 96

Best practices Enterprise Upselling Scripts 96

Call Experts

OCTOBER 5, 2023

Driving Revenue As explained by Contact Center Pipeline , effective call center agents can do more than just resolve issues; they can also upsell or cross-sell products and services, contributing to increased revenue. Tools and resources to help agents succeed include knowledge bases and scripts.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

CSM Magazine

NOVEMBER 28, 2019

The technology significantly helps CENTRIC to optimize outbound marketing and sales campaigns as well as identify upsell opportunities during inbound calls, according to company officials. The QA7 technology can detect and measure uncontrolled psycho-physiological changes to a person’s voice during conversations.

Call Center 52

Call Center Technology outsourcing Analytics 52

CustomerSuccessBox

MARCH 10, 2022

Automation helps you achieve this by scripting recurring tasks and trigger-based messaging depending on the behavior, lifecycle, or product usage. Send reminders to only the contacts who need them, and create tasks for yourself to assess their ROI and recommend possible upsells. Self-Onboarding for new customers.

SaaS 52

SaaS Upselling Education Accountability 52

aircall

MAY 14, 2021

Call centers for customer support can make vastly more calls to customers to upsell, introduce new products, and ensure customer satisfaction when using predictive dialers and auto dialers. How do you narrow down the choices? 2) Personalize scripts. Scripts are a useful tool that can work for or against your company.

voip 62

voip Telemarketing Scripts Abandon Call 62

Tethr

JULY 23, 2020

Sometimes, a customer indicates something that could have led to an upsell or a cross-sell but a lack of training leads the rep to miss out on delivering a pitch specific to that need. AIS can teach managers how to assist their reps on how and when to apply selective guidance or to dig a little deeper on an issue.

Coaching 69

Coaching Surveys Upselling Scripts 69

Quality Contact Solutions

JULY 31, 2020

Membership renewals, new members, win-back, upsells and membership data updates are just the start of what you can count on QCS to do for your association. Commercial Banking Appointments – The QCS team knows how to set well-qualified appointments. Schedule a Call with An Expert.

Telemarketing 98

Telemarketing Automotive B2B Healthcare 98

Netomi

MARCH 24, 2023

The models are also self-learning, allowing for script automation and a lower workload for the contact center. The key is using AI in every step of the process, from discovery to optimization, to help increase conversion rates, offer upsell and cross-sell opportunities, and reduce abandonment rates.

Chatbots 52

Chatbots Abandon rate Contact Center Upselling 52

Call Experts

APRIL 8, 2024

Driving Revenue As explained by Contact Center Pipeline , effective call center agents can do more than just resolve issues; they can also upsell or cross-sell products and services, contributing to increased revenue. Tools and resources to help agents succeed include knowledge bases and scripts.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Tethr

JULY 21, 2020

Rather than a checklist of low-value items like that on a traditional QA scorecard, AIS measures the important things such as what is driving sales conversion, customer churn reduction, upsell/cross-sell, positive word of mouth and how to achieve a lower cost of service. AIS represents a new way forward.

Coaching 70

Coaching Construction Upselling Scripts 70

JustCall

JULY 23, 2020

Upselling Rate. Lastly, another important sales metric that you can't ignore is your upselling rate. Upselling refers to making sales for an upgraded version of your product or selling other products to your existing customers. Here's how you can calculate the upselling rate-. Upselling Rate= No.

Sales 52

Sales Metrics Upselling Benchmark 52

Callminer

SEPTEMBER 14, 2020

The business analyst can provide information to train staff on how to respond to the most frequent problems and questions. The business analyst’s role is to evaluate the customer experience and then identify how to improve the customer experience either with software changes or call center script changes.

Call Center 182

Call Center Analytics First call resolution Metrics 182

SharpenCX

FEBRUARY 24, 2023

How to Hyperpersonalize Customer Experiences Use data to understand your customers Make use of technology Support your agents Meet customers where they are Let’s take each of these a step further. Develop a resource library for your agents with training materials, sample scripts, and more. Remember, A.B.T.,

Banking 76

Banking Personalization Customer Experience Chatbots 76

Voxjar

MAY 22, 2018

You’ll learn how to choose the right parameters and you can snag a free call monitoring template at the bottom of that post. Did your rep: Follow the greeting script. Ask the customer how they heard about you. Script Adherence. Did your rep: Follow the correct script. Sound natural when following the script.

Coaching 45

Coaching Scripts Calibration Telemarketing 45

TeamSupport

AUGUST 17, 2020

And in the course of the dialogue, may uncover an opportunity to upgrade their account—an upselling opportunity—and that can only be determined by taking time to find out what the real problem is…and fix it! Assign the ticket to an agent who is familiar with that account and let them suggest the right course of action.

B2B 59

B2B Self service Upselling Customer Support 59

Call Journey

JUNE 23, 2019

Call Journey aims to help businesses on how to: Maximize Upsell & Cross-sell opportunities. Automate Script Adherence and Sales Best Practices. Understand Agent Performance and metrics. Improve Retention & Reduce Churn rates. Understand Customer Lifecycle and sustainable revenue patterns.

Engineering 40

Engineering Analytics Upselling Scripts 40

Call Journey

JUNE 23, 2019

Call Journey aims to help businesses on how to: Maximize Upsell & Cross-sell opportunities. Automate Script Adherence and Sales Best Practices. Understand Agent Performance and metrics. Improve Retention & Reduce Churn rates. Understand Customer Lifecycle and sustainable revenue patterns.

Engineering 40

Engineering Analytics Upselling Scripts 40

JustCall

APRIL 3, 2023

Read on to discover the differences between inbound and outbound calls and how to leverage them to improve customer relations. Since inbound calls are mostly customer-service based, they provide an excellent opportunity to build relationships and upsell/cross-sell company products. What are Inbound Calls? What are Outbound Calls?

Inbound sales 40

Inbound sales Telemarketing Technical Support Contact Center 40

Kayako

MARCH 7, 2019

How to Find a Perfect Balance for Your Customer Support Needs. The success of chatbots in communicating with customers and providing them with the answers they’re looking for largely depends on the script they use. As a result, you’ll be able to capitalize on more upselling opportunities.

Chatbots 50

Chatbots Customer Support Upselling Scripts 50

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 also help point to areas where your scripts or procedures are weak and need additional processes to be more compliant.

Call Center 62

Call Center Outbound sales Feedback Best practices 62

ChurnZero

JULY 9, 2020

If you teach a customer how to use your product to fix a problem, you’re in the game. If you teach a customer how to be better at their job, you’re playing for keeps. . For tactical-oriented webinars that show how to use functionality, measuring their impact is rather straightforward with product usage data.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Quality Contact Solutions

JULY 31, 2020

Membership renewals, new members, win-back, upsells and membership data updates are just the start of what you can count on QCS to do for your association. Commercial Banking Appointments – The QCS team knows how to set well-qualified appointments. Financial Services – QCS is PCI Level 1 Certified.

Telemarketing 52

Telemarketing Automotive B2B Healthcare 52