Horizon CX

FEBRUARY 29, 2024

The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element. This can lead to higher turnover rates, decreased productivity, and a negative cycle of poor service.

Morale 52

Morale Customer centricity Upselling Feedback 52

OctopusTech

JUNE 29, 2023

It also plays an important role in upselling and cross-selling different opportunities by finding out the needs of users and then recommending the most appropriate products and services. It is generally measured in outbound call center metrics like customer retention rate (CRR), churn rate, and customer lifetime value (CLV).

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

Callminer

JUNE 3, 2019

The problem: Agents are at the frontline when it comes to customer experience – and so their performance plays a huge factor in company metrics. 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. Improper training leaves agents unprepared.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Calltools

MAY 27, 2020

Following call scripts. Improve call scripts. Automated call scores identify pre-determined metrics such as conversation pauses or certain keywords. This might include using the customer’s name, introducing themselves properly, or reading your greetings script. Complying with data governance legislation.

Coaching 52

Coaching Government Scripts Metrics 52

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. That requires involvement in process design and improvement, workload planning and metric and KPI analysis. Kirk Chewning. kirkchewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

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.” Improved Metrics From the above benefits of call flow, it is evident that it improves the overall performance of the call center as a whole. The same goes for call flows.

Call flow 40

Call flow Contact Center Scripts Interactive Voice Response 40

Infinity

AUGUST 9, 2021

Analysing these metrics will allow you to unlock rich insights and collect actionable data that can help you categorise queries, score the quality of calls, and evolve your operations to streamline processes for both your customers and your agents. For example, rather than saying ‘would you like to upgrade to first class?’

Analytics 52

Analytics Scripts Upselling CRM 52

Totango

SEPTEMBER 13, 2022

For example, you can have a different playbook script for customers with low satisfaction scores versus those with high satisfaction scores. Track metrics measuring customer success. Expansion of product usage through upsells. These serve as customer success playbook templates you can customize for specific scenarios.

SaaS 88

SaaS Upselling Best practices Customer retention 88

aircall

MAY 14, 2021

They utilize call metrics to predict when a live agent is ready to make the next call, seconds after finishing the previous call. 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.

voip 62

voip Telemarketing Scripts Abandon Call 62

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.

Coaching 71

Coaching Construction Upselling Scripts 71

Quiq

AUGUST 18, 2022

But with the pressure to serve more customers in less time, and the metrics that reinforce it , agents can speed through conversations by doing the bare minimum. Veer off script to build rapport. Whether you have an actual script or conversation guidelines to follow, it’s okay to throw it out the window—sometimes. Suggest it!

Scripts 74

Scripts Interactive Voice Response Accountability Upselling 74

Voxjar

MAY 22, 2018

When you experiment with different metrics and track improvement over time, you set yourself up for success. Too many metrics, especially if they’re complex or vague, gets confusing and often builds resentment in your team. Pick and choose as you see fit and share your own metrics in the comments below if I’ve missed anything!

Coaching 45

Coaching Scripts Calibration Telemarketing 45

Global Response

DECEMBER 21, 2022

If Customer Satisfaction Scores (CSAT) is a metric you’re tracking (and it should be!), For call centers that don’t handle outbound sales, a QA process can also be useful for any inbound sales—whether that’s a customer upsell, upgrade, or renewal; a recommendation for a product the customer inquires about; or another type of sales activity.

Call Center 62

Call Center Outbound sales Feedback Best practices 62

Outsource Consultants

APRIL 10, 2018

Improve your upselling strategy. Agents should have CRM and scripting assistance available to ensure calls get resolved without the need for transfers. Kh says that companies need to retain customers by encouraging email newsletters, sending surveys, and offering discounts. Long hold times.

Call Center 52

Call Center outsourcing Average Handle Time Scripts 52

Expivia

APRIL 1, 2021

If an associate is not using a proper greeting, disclosure, upsell, or close we need to fix that right away. We find trends, scripting issues, bad or good rebuttals to use, all things that help with the overall health of the program. You are looking to make the adjustments to win the game at the moment.

Quality management 52

Quality management Call Center Management Coaching 52

SharpenCX

FEBRUARY 24, 2023

Instead of spending time sorting through data, the SharpenCX platform makes it easy to gain the insight on your customers that you’re looking for with customizable reports and dashboards showcasing only the metrics you care about. Develop a resource library for your agents with training materials, sample scripts, and more.

Banking 76

Banking Personalization Customer Experience Chatbots 76

Call Journey

JUNE 23, 2019

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

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. Understand Agent Performance and metrics. Automate Script Adherence and Sales Best Practices. Improve Retention & Reduce Churn rates. Understand Customer Lifecycle and sustainable revenue patterns. An exciting treat!

Engineering 40

Engineering Analytics Upselling Scripts 40

Transparent BPO

JUNE 19, 2019

Along with the cost of recurring revenue each year, there’s the potential for loss of upsell opportunities. “Anyone can read a script. That’s why we train our agents not to concentrate on metrics alone but also on behaviors. New customers don’t spend as much as current customers, at least not a first.

outsourcing 95

outsourcing Call Center Contact Center Customer retention 95

SmartKarrot

OCTOBER 3, 2023

Metrics to evaluate how effectively and efficiently issues are resolved, which can be used for continuous improvement. Account Growth Account growth is not just about upselling or cross-selling; it’s about identifying opportunities that genuinely add value to the customer.

Management 19

Management Best practices Upselling Scripts 19

Stratifyd

MAY 30, 2019

Within call data lies rich insights about customer satisfaction, customer churn, competitive intelligence, service issues, agent performance, upsell opportunities, campaign effectiveness, and more. The transcriptions and voice metrics are combined with all other data – chat transcripts, surveys, star ratings, CRM, etc. –

Analytics 40

Analytics Telemarketing Contact Center Metrics 40

ChurnZero

JULY 9, 2020

For these types of less scripted presentations, having a moderator who is highly knowledgeable on the topic is a must. Your results are ideally backed by hard ROI metrics to validate success, but sometimes the strongest outcome is a “soft” ROI metric, such as process improvements and productivity increases.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Amity

MARCH 24, 2017

Most companies have revenue engines that run on delicately intertwined gears of new logos, retention and upsell/cross-sell. customer growth metrics, on-boarding times, retention metrics, company sizes, customer LTV, overall time spent in support and managing customers) so start tracking data now! How We Did this at Influitive.

Accountability 56

Accountability Engineering Metrics Upselling 56

Balto

AUGUST 3, 2022

Figure 7: “Drain on Resources” Agreement vs Contact Center Metrics Note: Responses have been converted to a 0-100 scale for comparison. Upselling and cross-selling were viewed as the least effective skills for garnering revenue — this is a prime coaching opportunity. Cross-Selling and Upselling: How They Differ Yet Work Together.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Avaya

DECEMBER 1, 2016

With Avaya IP Office Contact Center agents can use predefined scripts during outbound call campaigns to help increase sales revenue and upsell opportunities, to reduce accounts receivable backlog, or generate sales appointments for field sales. Make Faster Connections: Link Your Customer Engagement Platform to Your CRM System.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

ProProfs Blog

APRIL 17, 2020

But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. So, buckle up. 1: Customer Churn Rate. #2:

Metrics 142

Metrics Customer retention SaaS Surveys 142

Call Experts

MAY 20, 2022

Another critical metric to track is the Average Waiting Time. Call Experts’ experienced Experts work from custom call scripts and can answer various questions for clients. Agents can also capture payment information, process orders, and cross-selling and upselling. As such, strive to reduce Average Waiting Time.

Contact Center 98

Contact Center Answering services Call Center outsourcing 98

aircall

FEBRUARY 5, 2021

Knowing the purpose of your call center and evaluating call metrics will help you determine your call center’s needs. . The call center representative is so scripted, the call seems impersonal. Top salespeople are good listeners, and they never miss an opportunity to upsell, cross-sell, and ask for referrals. .

Call Center 62

Call Center Average Handle Time call center software CRM 62

aircall

JANUARY 29, 2021

Upselling and cross-selling . Practice reciting scripts out loud in a natural way so they don’t sound rehearsed. The benefit of a cloud-based phone system is that it gives you dashboard analytics that you can use to establish metrics and KPIs to objectively measure a call center agent’s performance. . Product knowledge.

Best practices 62

Best practices Call Center call center software Morale 62

Infinity

MAY 25, 2022

That’s where call centre tracking and metrics come in. Tracking the right metrics can unlock a wealth of insights that will make your call centre operations more effective than ever. There are tons of call centre metrics you can track , from abandonment rate to FAQs. How do call centres track performance? Average handle time.

Metrics 52

Metrics Average Handle Time Upselling Abandon rate 52

Totango

JUNE 24, 2022

The digital nature of SaaS customer experience means that success outcomes are defined primarily in terms of digital, measurable key performance indicators, such as product usage metrics. On the other hand, when data reflects high customer satisfaction, CS teams can extend upsell offers or referral invitations.

Best practices 104

Best practices SaaS Journey mapping B2C 104

SmartKarrot

APRIL 25, 2022

This prediction and positioning can happen correctly with the customer health score metric in place. The customer health score is a leading metric that helps you understand what your customer is doing and if they could possibly churn. The customer health score is a dynamic metric and plays a critical role.

SaaS 10

SaaS Management Accountability Metrics 10

SmartKarrot

MAY 6, 2021

Focused on creating a strategy to formally document and efficiently update script messaging across all GMS channels and technology platforms. Driving adoption, setting goals and success metrics, demonstrate return-on-investment. Working with account managers to ensure renewals and upsell opportunities.

Healthcare 10

Healthcare Upselling Scripts Accountability 10

SmartKarrot

JUNE 22, 2020

SaaS, what is seen to be rather an opportunity to set up regular client engagement and to nudge them a step further to upsell and cross-sell. Further, add short and cute copy scripts of a feature on your product. Brush up your Metrics Book. Pick only those metrics which render you a comprehensive view of your business.

SaaS 10

SaaS Metrics Education Upselling 10

NobelBiz

JULY 25, 2023

Agent Performance Metrics: Evaluates how effectively agents resolve queries, their adherence to scripts, or their ability to manage difficult interactions. Recommendations: Advanced systems might even suggest actions, like refining scripts, introducing new training modules, or adjusting staffing levels during specific hours.

Analytics 98

Analytics Call Center Scripts Contact center software 98

SharpenCX

MAY 16, 2022

Your outbound call center metrics should be tied to your overall organizational goals. You may choose to focus on these metrics, along with others that are more relevant to your business. Aim to Connect Through Strong Scripts. A good script starts with a statement that quickly elicits a strong connection.

Contact Center 67

Contact Center Scripts Call Center call center software 67

JustCall

APRIL 28, 2022

They can now do everything – from tracking and reporting on key metrics (such as call volume and length) to automating manual tasks (like call routing), analyzing calls in real-time, and even offering situational prompts during live calls to help the reps. Increase revenues through upselling and cross-selling. Track call metrics.

Sales 52

Sales Coaching CRM Metrics 52