CCNG

MARCH 26, 2025

For example: Revenue Growth : Can your CX team identify touchpoints where customer experience improvements are likely to increase conversion rates, upsells, or referrals? Theyre focused on growth, profitability, and efficiencyand they need to see how CX ties directly to these areas.

Metrics 195

Metrics Finance Upselling Engineering 195

TeleDirect

JUNE 21, 2025

Benefits of improved retention include: Higher customer lifetime value (CLV) Increased cross-sell and upsell opportunities Greater word-of-mouth referrals Lower marketing acquisition costs More predictable revenue streams Inbound call centers serve as a frontline defense against churn, preserving the value of every customer relationship.

Call Center 71

Call Center Customer retention Telecommunications First call resolution 71

Nicereply

OCTOBER 11, 2024

Identify high-value customers and focus on strategies to retain and upsell them. For example, if it costs you $100 to acquire a customer, aim for a CLTV of at least $300. Segment your customers based on their CLTV. Tailor your marketing efforts to different segments to maximize their lifetime value.

Customer retention 52

Customer retention Surveys Feedback Education 52

TeleDirect

APRIL 7, 2025

Increased Sales and Upselling Agents trained in sales techniques are more likely to identify opportunities and close deals. Lower Employee Turnover Proper training builds agent confidence and job satisfaction, leading to improved retention. Stronger Brand Reputation Positive customer interactions reinforce trust and brand loyalty.

Call Center 62

Call Center First call resolution Best practices Gamification 62

CSM Magazine

JANUARY 28, 2025

Drives Upsells and Cross-Selling Opportunities Educated customers are more aware of how your offerings align with their needs, making them more open to upgrading or trying complementary products. This ensures that customers can fully adopt and integrate your product into their workflow.

Education 52

Education Upselling SaaS Self service 52

ROI CX Solutions

APRIL 24, 2025

Sales and upselling scripts Customer service agents play a critical role in selling products or services. Help agents navigate upselling with these helpful phrases. Upselling I see youre currently using [Basic Plan/Product]. Thank you for bringing this to our attention. We look forward to serving you better.

Scripts 92

Scripts Call Center Upselling Feedback 92

Totango

FEBRUARY 12, 2025

Maintain predictable retention metrics while identifying cross-sell or upsell opportunities. For enterprises, improving customer health requires balancing three core priorities: Address regional or departmental variations in customer engagement. Navigate complex purchase decisions influenced by multiple stakeholders.

Enterprise 62

Enterprise Metrics Accountability Construction 62

Outsource Consultants

FEBRUARY 25, 2025

Master the Art of Upselling and Cross-selling Upselling and cross-selling are powerful techniques that can boost your ecommerce sales significantly. Train your call center agents to identify opportunities for upselling and cross-selling during customer interactions. How can a call center increase my e-commerce sales?

Call Center 67

Call Center Sales outsourcing Technical Support 67

Outsource Consultants

JUNE 5, 2025

Chloe reported significant results: Higher CSAT Lower handle time Increased revenue per customer (via upsell prompt detection) Emotion-Aware AI IVRs: Human Routing, Scaled Another breakthrough? Our models pick up those nuanced signals—things even humans miss—and coach agents in real time.”

Contact Center 67

Contact Center Interactive Voice Response Coaching outsourcing 67

ChurnZero

NOVEMBER 26, 2024

Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads. Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Integrity Solutions

MARCH 11, 2025

Upsell and cross-sell rates – the percentage of existing customers who purchase additional products/services or purchase for more of their locations. Quota attainment – the percentage of a salesperson’s target (quota) they have achieved.

Sales 52

Sales Metrics CRM Coaching 52

Cincom

FEBRUARY 21, 2025

This results in lost revenue and missed opportunities to upsell or cross-sell. 5- Enhanced Upselling and Cross-Selling Strategies Many CPQ platforms include recommendation engines that suggest upgrades, bundles, and complementary products. 4- Frustrated Customers and Lost Deals Customers expect fast, accurate, and transparent quotes.

Sales 40

Sales Gamification Finance Best practices 40

TMP Direct

JANUARY 5, 2025

By analyzing historical data, businesses can identify touchpoints that frustrate customers, recognize signs of dissatisfaction or churn, and uncover opportunities for upselling or cross-selling. Analytics also provide a key advantage in predicting and responding to customer behavior.

Analytics 52

Analytics Customer Experience Chatbots Upselling 52

Calabrio

FEBRUARY 14, 2025

Maximize small upsell opportunities Contact centers can drive additional revenue by training agents to identify and present small upsell opportunities during interactions. When done right, self-service improves both customer experience and operational efficiency.

Contact Center 52

Contact Center Upselling Average Handle Time Coaching 52

TeleDirect

JUNE 17, 2025

In addition to customer support, inbound agents can upsell, cross-sell, and qualify leads during service interactions. Inbound call centers handle incoming customer contacts, while outbound centers proactively reach out to customers and prospects. Q2: Can inbound call centers help with sales?

Call Center 71

Call Center outsourcing First call resolution Abandon rate 71

TeleDirect

APRIL 23, 2025

Call centers follow strict compliance protocols, including: PCI DSS certification for payment security HIPAA compliance for health-related policies Secure call recording and data storage Key Features of an Insurance-Focused Call Center Customized scripts for different policy types (auto, life, health, etc.)

Call Center 62

Call Center Interactive Voice Response Scripts First call resolution 62

Quiq

MAY 22, 2025

By automating routine inquiries, agentic AI enables human agents to focus on relationship-building and upselling opportunities. Driving Top-Line Revenue The Opportunity Customer service teams are no longer just cost centers; AI allows them to become revenue drivers. Persuasion : Effectively communicating the benefits of products or services.

Customer Experience 59

Customer Experience Upselling Engineering Banking 59

TeleDirect

MARCH 15, 2025

Conducting upselling and cross-selling campaigns to increase revenue. Outbound Call Center Services: How They Work An outbound call center is designed to proactively reach out to customers for sales, follow-ups, and business promotions. Lead Generation & Prospecting Identifying potential business opportunities and generating leads.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

Global Response

MAY 27, 2025

By providing your best service, you can encourage B2B clients to extend your working relationship and even upsell and cross-sell opportunities. Boosts referral and word-of-mouth growth A satisfied B2B client is an excellent brand advocate.

B2B 62

B2B Best practices Technology Customer Service 62

Cincom

MARCH 6, 2025

Sales teams can instantly adjust configurations, apply competitive pricing strategies, and accelerate deal cycles with automated approvals and intelligent upsell recommendations. Cincom CPQ enables dynamic pricing for hardware, software, and service bundles, accommodating bulk discounts, subscription models, and licensing agreements.

Automotive 40

Automotive Revenue potential CRM Sales 40

Outsource Consultants

FEBRUARY 11, 2025

Satisfied customers are more likely to make repeat purchases, explore other products and services offered by the company (cross-selling), and upgrade to premium offerings (upselling). Personalized experiences further enhance CLV.

Upselling 67

Upselling Interactive Voice Response Customer centricity Employee engagement 67

Calabrio

JULY 8, 2025

The data becomes a strategic asset — fueling targeted training, identifying upsell potential, and revealing trends that directly affect customer loyalty and operational costs. Control, Transparency, and Trust Contact center leaders shared another common concern, and rightly so: How can you maintain control and transparency ?

Contact Center 52

Contact Center Coaching Quality management Analytics 52

Cincom

FEBRUARY 14, 2025

Without a structured approach, they risk suboptimal recommendations, longer sales cycles, and missed upsell opportunities. Enable real-time cross-sell and upsell recommendations within CPQ, ensuring reps offer value-driven configurations.

Best practices 40

Best practices Sales CRM Finance 40

Totango

NOVEMBER 21, 2024

Now, consider a global enterprise leveraging Unison’s custom model to get well ahead of churn risk, and discover new growth opportunities within their customer base, driving upsells and cross-sells while achieving measurable growth. Executives can forecast revenue with more confidence than ever, thanks to these insights.

Chief Customer Officer 62

Chief Customer Officer Enterprise Upselling Sales 62

Call Journey

OCTOBER 3, 2024

Fact to Consider: A report by Aberdeen Group found that companies using predictive analytics to analyze VoC data enjoy a 25% increase in customer retention and a 15% improvement in cross-sell/upsell rates.

Analytics 52

Analytics Surveys Finance Upselling 52

TechSee

APRIL 24, 2025

Just fast, first-call resolutions and contextual upsells. Then, they can visually guide the customer to full resolution, and show them that the issue is resolved. No back-and-forth. No guesswork. Field Techs That Finish Right, and Finish Fast When a truck roll is needed, field techs arrive informed.

Upselling 124

Upselling Average Handle Time Self service First call resolution 124

ChurnZero

JUNE 6, 2025

According to research from our friends at Growth Molecules , companies lose 15-20% of potential revenue growth when failing to map, identify, and act on conversion or upsell opportunities. And if you’re not mapping the journey? Despite the hard numbers, customer journey mapping is about storytelling first.

Customer retention 52

Customer retention Journey mapping Benchmark SaaS 52

Joe Rawlinson

NOVEMBER 3, 2024

This quickly increases the chances of upselling and cross-selling, maximizing profitability. This allows representatives to customize their approach according to each buyer’s purchase history and preferences. An understanding of individual needs also enables added recommendations and solutions.

Customer Service 78

Customer Service Upselling Advertising Banking 78

Vistio

DECEMBER 9, 2024

By using data to identify individual gapswhether its de-escalation techniques, technical troubleshooting, or upselling skillsyou can tailor training to meet each agent where they are. Personalization is about recognizing that every agent has unique strengths, weaknesses, and learning styles.

First call resolution 52

First call resolution Upselling Scripts Contact Center 52

TeleDirect

JULY 7, 2025

Managing Customer Expectations During High Call Volume Even with overflow support, it’s essential to: Communicate wait times transparently via IVR systems Offer self-service options for simple inquiries Provide call-back options to reduce hold times Empower agents with access to full customer history for efficient resolution Well-managed overflow support (..)

outsourcing 62

outsourcing Call Center call center solutions Agent burnout 62

Concentrix

JUNE 9, 2025

Machine-learning models can detect early signs of churn, pinpoint upsell opportunities and optimize both the timing and content of loyalty offers. By enabling AI features already available in your stack, you can predict customer needs before they arise.

Automotive 48

Automotive Transportation Engineering Government 48

ROI CX Solutions

APRIL 29, 2025

Higher-quality interactions encourage customers to return to your business, and positive relationships with dedicated agents set the groundwork for upselling and cross-selling. Comprehensive solutions at affordable rates align strategies with business goals, further helping you identify opportunities to increase revenue.

Customer Support 64

Customer Support Interactive Voice Response Chatbots Coaching 64

ChurnZero

MARCH 14, 2025

Will CSMs struggle to maintain a customer-first mindset and spend all their time on upsells, rather than learning about their big picture goals and helping them navigate the path to get there? 2: CS can help sales increase upsell opportunities (if sales owns expansion). 3: How do you maintain role clarity and incentive alignment?

Upselling 52

Upselling Sales Customer retention Consulting 52

ROI CX Solutions

MAY 1, 2025

These qualities, previously untracked, are vital to de-escalating angry situations and fostering positive relationships crucial to customer retention and upselling or cross-selling. Hybrid sentiment analysis As its name suggests, hybrid sentiment analysis combines speech and text analysis for a comprehensive view of customer satisfaction.

Call Center 93

Call Center Coaching Contact Center Customer Care 93

Totango

OCTOBER 14, 2024

An outcome-first approach is the foundation of a customer-led growth motion, where new logos are seeded with the potential for retention, upsell, and expansion. When that machine starts humming along, you can more easily identify upsell, cross-sell, and expansion opportunities.

Sales 62

Sales Upselling Engineering Marketing 62