Turn Your Order Desk into an Inside Sales Team

Contact Center Pipeline

Upselling call center contact center cross-selling inside sales upsellingImagine you are a frontline employee at a company’s order desk. For years, you answered the inbound phone queue and took orders from vendors. Your job success was measured by input accuracy and talk time.

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Upsell Techniques That Work

Monet Software

Here are three tips on how agents can pull off a successful upsell. Don’t just follow the script Many contact centers have upsell opportunities built into their scripts, which are typically deployed just prior to the end of the call: “Before we go, can I interest you in our new Super Widget 9000?” Upsells are more effective when they arise naturally out of a conversation: “Yes, we’ll take care of that widget issue for you.

Breaking the Ice Episode #16: Vacation and Upselling with Mike Aoki

Customer Service Life

Given the summer season, we share our dream vacations and then talk about our thoughts on upselling and where it makes sense for a customer service team. Customer Service Question: Do you recommend that customer service teams upsell additional products or services to customers?

I See You: Staging Better CX, Using Video

HGS

Additionally, research indicates that call reasons offer significant upsell—with Damaged/Broken Parts calls coming in at 21% and Part/Product Purchase playing a 12% role in call reasons. I See You: Staging Better CX, Using Video.

Improving CX (and Other Desired Results): The Quality Conversation Imperative

Robert Davis

At RCDA, we have experts on our team who can evaluate your call flow to ensure you are set up to achieve your desired CX results and your goals for customer acquisition, customer retention, and sales including cross-selling and upselling. By Brad Baumunk , President and COO, Robert C.

Incentive Programs for Service Agents: A Pre-Implementation Checklist

Customer Service Life

At one time wanted our agents to upsell a certain feature to customers on every phone call. We created an incentive program where we tracked successful upsells and the top performers each month earned a reward. I tried but I’m just not that good at upselling.”. “I

Nearshore Contact Center Outsourcing Spotlight: Costa Rica and Panama

Outsource Consultants

This includes inbound call center services such as customer service, technical support/help desk, and sales/upsells. There’s been a surge in popularity with nearshore contact center outsourcing locations.

AI & Digital Transformation: An Interview with Bryan Martin, Chairman & CTO 8x8

8x8

8x8’s Speech Analytics powered by Natural Language Processing technology can help agents, inside sales, and customer success teams effectively identify upsell opportunities or escalate at-risk customers to the highest-level of service.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

Your existing customers are far easier to upsell. And to make the cross sell and upsell case more clear, the majority of customers’ buying decisions are tied to how they feel about the experience.

Working with B2B vs B2C Telemarketing for Business Growth

OctopusTech

From what we have gathered so far, B2B marketing is more suitable for generating leads whereas B2C is more favorable toward upselling.

Top contact center authentication stories of 2017

TRUSTID

While upselling customers over the phone may be a common practice, it should not come at the price of your customers. Customer service and resolving problems should be the driving force behind customer channels, and only when the opportunity arises, should upselling come into the conversation.

Amazing Business Radio: Shannon Bell

ShepHyken

Create specific promotions based on the personal preferences of your customers, this not only can create an upsell, but customer loyalty. Know Your Customers. Understand Your Customers. Keep Your Customers. .

4 Must-Have Customer Support Channels Your Company Needs

OctopusTech

c) It works great for sales and upselling just like an actual salesperson. In the last couple of years, there has been a real revolution in the way consumers react with brands.

Is your Call Recording Software up to the Task?

OrecX

Call recording data, when combined with 3rd party system data, dramatically enhances your understanding of a customer's needs, motivations, challenges and more - and therefore, also your ability to cross-sell and upsell them.

5 Ways Personalization Drives Sales Success

VocalCom

Your company may make these recommendations within a brand app, use chatbots to generate recommendations within messaging apps , or train employees working at physical stores to sharpen their cross-selling and upselling skills. For many companies, personalization remains a top priority in this new year. Many brands are achieving this goal by offering stronger service and personalized content through artificial intelligence and geolocation.

Why and How Personalized Customer Service Is Powerful?

Dialer 360

Usually, there is an opportunity to upsell. Most of the things that you can do almost guarantee with your customer. Customer will want to come back and business with you. This is more than delivering fantastic customer service. There is some objective that to create the personal touch.

4 Useful Tools For Your Contact Center

Customer Service Life

Shifting genres again to a tool that can help support teams working in an ecommerce setting to cross sell and upsell more effectively, 4Tell is worth a look. This article was first published on the FCR blog on April 6, 2018. Click here to read the original.

Performance Management: The Agent Assessment Form

Monet Software

The Goals There are two ways to proceed – a standard list of goals for every contact center agent (faster response times, lower average handle time, more upsells, etc.) The fundamental goal of performance management is to promote and improve employee effectiveness. One important aspect of that undertaking is the agent assessment form.

Why is it Imperative for Businesses to Incorporate Multi-channel Call Centers?

OctopusTech

Upsell and Cross-Sell. While looking back at the evolution of communication technology in modern times, who could have thought we would come so far from sending smoke signals and carrier pigeons to sending and receiving calls, texts, emails etc. in the blink of an eye over long distances.

Call Recording Powers the ‘Intelligent Contact Center’

OrecX

Improvements like these can easily translate into significant cost reductions, increased upsell and cross-sell conversion and higher revenue. By now you have hopefully heard of the significant new trend that is emerging around the notion of “Intelligent Contact Centers”, or contact centers that fully integrate the power of analytics into the contact center function. See “ Launching an Intelligent Contact Center ” by Omer Minkara of Aberdeen Group.

Three Steps to More Effective Quality Management

Monet Software

But while it is certainly important to provide great service to every caller, there are some calls that are more important than others – these would include high-value customers, and/or those related to a specific promotion or upsell opportunity. false. 18 pt. 18 pt. false. false. false. If your contact center is already recording calls and monitoring calls, then you are two-thirds of the way toward an effective quality management program.

Why Customer Relationship Management Matters to Your Business

OctopusTech

Upsell and Cross-Sell. Throughout the history of the business world, customer relationship has played a crucial part in creating a strong personal bond with people.

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Speech Analytics: Without It, Here’s What You’re Missing

Monet Software

More Upsell Opportunities Will your agents pick up on responses that identify certain customers as good candidates for additional purchases? Important data and critical insights are contained in every phone call fielded by your contact center. Are you making the most of them? You are, if you have a speech analytics solution. If you have not added speech analytics to your business yet, there are messages being sent by your customers that agents may not recognize.

Bring Your 'A' Game

Call Center Weekly

As a college student waiting tables I learned how to smile at rude customers, how to appear to be thankful when people thought they were leaving me a great tip ($5 on a $50 tab), and how to upsell desserts, cocktails and appetizers to increase the overall bill amount.

AI & Digital Transformation: An Interview with Bryan Martin, Chairman & CTO 8x8

8x8

8x8’s Speech Analytics powered by Natural Language Processing technology can help agents, inside sales, and customer success teams effectively identify upsell opportunities or escalate at-risk customers to the highest-level of service. According to Gartner’s 2018 CIO Agenda Survey , nearly half of CIOs plan to deploy artificial intelligence to improve customer experience.

AI & Digital Transformation: An Interview with Bryan Martin, Chairman & CTO 8x8

8x8

8x8’s Speech Analytics powered by Natural Language Processing technology can help agents, inside sales, and customer success teams effectively identify upsell opportunities or escalate at-risk customers to the highest-level of service. According to Gartner’s 2018 CIO Agenda Survey , nearly half of CIOs plan to deploy artificial intelligence to improve customer experience.

Avoiding the Pitfalls of Cloud Contact Center Implementation

EPIC Connections

RFP processes are known to drag on, and vendors are known to influence and upsell buyers, losing clients in a maze of features and functions that can result in multi-million-dollar solutions when a simple ACD (Automatic Call Distribution) function would have done the job.

Guest Blog: Six Ways Predictive Analytics Enhances Customer Relations

ShepHyken

This matter of specialization doesn’t just relate to products but also to product discounts, promotions, upselling, and cross-selling. This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken.

Guest Blog: Using Sales Contests to Lift Customer Experience

ShepHyken

Upsells. This week we feature an article by Natasha Postolovski who shares the idea of using sales contests to help motivate a higher level of customer experience at your organization. – Shep Hyken. Customer experience is the most important factor in the success of a retail business.

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Using Call Recording to Build Buyer Personas

OrecX

Suppose your customer service rep is speaking with an existing customer and tries to upsell your new product, and the customer replies by saying he/she is not comfortable trying new things until they are proven. You can use recorded customer calls to help you build your sales and marketing buyer personas. One of the hardest things for sales and marketing professionals is to identify and clearly articulate who the target buyer(s) is/are. This is about more than just their job title.

5 Ways AI Can Drive Proactive Customer Service

VocalCom

Understanding your customers’ behavior is critical to identifying opportunities for upselling and cross-selling. While artificial intelligence helps brands deliver personalized customer experiences, the technology also offers another major benefit: proactive customer service. Artificial intelligence can analyze customer data, empowering companies to solve problems before they arise while giving customers richer experiences.

How Gender Expectations Impact Customer Service

Fonolo

This is why any type of selling — cross-selling or upselling — beyond what the female customer has specifically requested needs to be quick, efficiently executed, and easy.

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Customer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker.

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Customer Experience Vision Silos Dictate Value

ClearAction

Does your customer relationship management (CRM) software focus on upselling and cross-selling or does it minimize repetition for customers and strengthen relationships? Customer Experience Vision Silos Dictate Value Lynn Hunsaker.

3 Things Call Centers Should Avoid to Maintain Customer Loyalty

Outsource Consultants

Improve your upselling strategy. A recent article by Ryan Kh discusses how Customer Loyalty Index can be used to measure companies’ effectiveness in providing service that retains customers.

Guest Blog: 5 Keys to Building Sustainable Customer Relationships

ShepHyken

But when they’re in the market for a new product, next-best action guarantees you don’t miss a great chance to upsell just because the customer is interacting in a traditional service channel, like the call-center.

My Favorite Contact Center

Service Agility

No relationship building, no upsell and no cross-sell. Every contact is different, and like most customers my needs change based on many different factors. But being somewhat impatient, I almost always give high value to any transaction that can be done quickly (assuming, of course, it is also accurate and complete). And because I value speed so much, my favorite contact center is the New China Wok restaurant in the town where I live. OK, it is not really a contact center.

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Customer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker.

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5 Tips for Optimizing Email Marketing Campaigns

VocalCom

For example, post-purchase emails can boost your upselling and cross-selling efforts while customers are still thinking about your brand. As the use of mobile devices and social media continues to grow, you might think that the days of email are over. In reality, the opposite is true: Email remains a popular form of communication and a viable channel for business. According to BtoB Magazine, 59% of B2B marketers claim that email is their most effective channel for generating revenue.

5 Tips for Optimizing Email Marketing Campaigns

VocalCom

For example, post-purchase emails can boost your upselling and cross-selling efforts while customers are still thinking about your brand. As the use of mobile devices and social media continues to grow, you might think that the days of email are over. In reality, the opposite is true: Email remains a popular form of communication and a viable channel for business. According to BtoB Magazine, 59% of B2B marketers claim that email is their most effective channel for generating revenue.