Lumoa

JANUARY 23, 2018

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Which one should be tackled first? Learn More.

Analytics 114

Analytics Feedback Metrics Customer Experience 114

TeleDirect

DECEMBER 24, 2024

AI-Powered Hyper-Personalization What It Means: Hyper-personalization involves using artificial intelligence (AI) and advanced analytics to deliver uniquely tailored experiences to each customer. AI Advancements: Machine learning and predictive analytics make it easier to understand customer behavior and anticipate needs.

Customer Service 62

Customer Service Analytics Airlines CRM 62

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics. By Swati Sahai.

Analytics 93

Analytics Government Metrics APIs 93

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Analytics 98

Analytics Call Center Contact center software Scripts 98

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Analytics 117

Analytics Interactive Voice Response Average Handle Time Contact Center 117

ChurnZero

FEBRUARY 7, 2025

CS teams need specialized tools that give them deeper insights and predictive analytics. Upselling opportunities Using CRM data, CS teams can identify upselling or cross-selling opportunities, which the CSP supports with targeted communication, ensuring the right message reaches the customer at the right time.

CRM 59

CRM Upselling Best practices Analytics 59

Calabrio

FEBRUARY 14, 2025

They provide the flexibility to adjust resources as needed while maintaining high service quality through built-in analytics, AI-driven routing, and omnichannel capabilities. Advanced analytics tools provide valuable insights into customer interactions, helping contact centers showcase their value to other business departments.

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

CCNG

JULY 3, 2024

This is where CX analytics plays a vital role. By analyzing and interpreting customer data, CX analytics delivers factual insights that allow companies to personalize their support services – they become better equipped to address customer needs and pain points.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CSM Magazine

MARCH 6, 2025

Shopify offers several tools and integrations to create unique shopping experiences for your buyers: Upsell and Cross-Sell Suggestions With apps like Bold Upsell and Frequently Bought Together, you can recommend products based on what the customer is adding to their cart.

Abandon rate 52

Abandon rate Upselling Construction Feedback 52

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? Will the customer trust their customer success manager (CSM) if theyre more focused on dollars and cents than building a relationship with them?

Upselling 52

Upselling Sales Customer retention Consulting 52

Totango

FEBRUARY 12, 2025

Maintain predictable retention metrics while identifying cross-sell or upsell opportunities. Leverage predictive analytics: Use technology to forecast risks before they escalate. For enterprises, improving customer health requires balancing three core priorities: Address regional or departmental variations in customer engagement.

Enterprise 62

Enterprise Metrics Accountability Construction 62

Callminer

JUNE 3, 2019

Speech analytics technology leaves no room for guessing. Instead of turning to legacy training methods, speech analytics can offer each employee a personalized training program based on actionable insight from their calls and modifiable alerts in accordance with business initiatives. The solution: You guessed it, speech analytics.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

ProProfs Blog

DECEMBER 4, 2020

The marketing team can do thorough audience research using tools like Google Analytics and social media analytics to compile data on existing customers and social audience such as: Age. Identify Opportunities to Upsell & Cross-sell. If anything, both teams can work on identifying the right buyer persona for the company.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

Totango

APRIL 5, 2022

For example, Totango’s SuccessPlay feature allows you to create automated workflows to follow up on NPS surveys, such as sending an upsell offer or referral invitation to customers who respond with a 9 or 10. Leverage satisfied customer responses for upselling conversions and referrals. Why Do You Need NPS Software?

Upselling 108

Upselling Surveys Analytics Customer retention 108

CSM Magazine

FEBRUARY 5, 2025

Predictive Analytics and Sentiment Analysis AI algorithms analyze customer behavior , feedback, and conversations to understand sentiment and predict future needs. Predictive analytics suggests solutions or products based on past behavior.

Contact Center 52

Contact Center Chatbots Analytics Airlines 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. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. AmraBeganovich. Kirk Chewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

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. Tools That Make It Happen Modern training tools, powered by AI and analytics, make personalized learning achievable and scalable.

First call resolution 52

First call resolution Upselling Scripts Coaching 52

TechSee

SEPTEMBER 24, 2019

If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed. Data analytics: 53% of executives are not yet treating data as a business asset and 52% admit that they are not competing on data and analytics. If Sam was a VIP once, he should be a VIP next time too.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

Talkdesk

DECEMBER 10, 2020

84% of CX leaders are seeing an increase in demand for contact center customer data and analytics. Extending beyond traditional problem resolution, agents are re-skilling to drive cross-selling and upselling opportunities, driving a new source of active revenue. Expanding from productivity to production.

Contact Center 135

Contact Center Upselling Cloud contact Analytics 135

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

Totango

AUGUST 16, 2022

Identifying customers in the market for upsell offers and referral invitations. Highly active customers and satisfied users may be open to renewing and purchasing upgrades or additional upsell products. Analytics tools let you adjust survey questions to website activity, purchase history and other criteria.

Customer retention 106

Customer retention Upselling CRM SaaS 106

TMP Direct

OCTOBER 22, 2024

This enhances the shopping experience and increases upselling and cross-selling opportunities. • By prioritizing strategies that enhance customer interactions – such as leveraging AI and advanced analytics – brands can cultivate loyalty and drive sales.

Chatbots 52

Chatbots Upselling Sales Analytics 52

DMG Consulting

AUGUST 26, 2024

GenAI Is Revolutionizing Conversation Analytics View this article on the publisher’s website The conversation analytics IT sector is strong and picking up momentum, due in large part to generative artificial intelligence (genAI)’s contributions.

Analytics 48

Analytics Contact Center Quality management Calibration 48

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. What Are Call Center Analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52

TeamSupport

DECEMBER 7, 2020

On the other hand, when 70% or more of revenue comes from existing customers 1 , you must pay close attention to indicators that a customer might be increasing seats or adding user groups to ensure you don’t miss a valuable upsell opportunity. Upselling Other Products or Add-Ons. First, let’s look at potential for growth.

Customer Support 98

Customer Support Upselling B2B Sales 98

Integrity Solutions

MARCH 11, 2025

Tools and Technology for Effective Sales Operations From automation to analytics to communication, technology is integral to modern sales operations. This includes selecting the right CRM systems, automation tools and analytics software to enhance efficiency as well as providing adequate training and support to build proficiency.

Sales 52

Sales Metrics CRM Coaching 52

ShepHyken

JULY 1, 2022

Grow revenues & increase sales through upselling & cross-selling . Providing the right data and giving the insights and recommendations needed to deliver using an AI-based solution that leverages video analytics. Optimized marketing effectiveness across engagement points . Accelerated conversions while decreasing fallouts .

Airlines 191

Airlines Upselling Customer Experience Chatbots 191

ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. This intermediate stage offers offers affordable solutions with limited analytical capabilities. The three stages of digital community platform evolution.

SaaS 52

SaaS Gamification B2B Metrics 52

CSM Magazine

MARCH 24, 2022

Even when customers are transitioned to a third-party servicer, retailers can use FSM to upsell and cross-sell to increase revenue. Field service management software can track this additional income and further increase retail revenue through actionable data analytics that monitor business performance and promote better decision-making.

Customer Experience 119

Customer Experience Self service Analytics Upselling 119

Cincom

FEBRUARY 14, 2025

4️ Enable AI-Driven Discount Recommendations Leverage predictive analytics to provide reps with optimal discount ranges based on historical data and customer behavior. Without a structured approach, they risk suboptimal recommendations, longer sales cycles, and missed upsell opportunities.

Best practices 40

Best practices Sales CRM Finance 40

Nicereply

NOVEMBER 21, 2022

By constantly checking your customers’ health scores , you will be able to spot upsell and cross-sell opportunities and offer your clients the best solutions for their businesses. Best features: NPS, CES, and CSAT Surveys Analytics No-code customization Easy to set up & user-friendly interface. Kissmetrics.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

TeamSupport

DECEMBER 8, 2023

Look for software that easily integrates with your CRM system, marketing tools, analytics platforms, and any other relevant applications. Reporting and Analytics Data-driven insights are crucial for optimizing your customer support processes. This information is invaluable for continuous improvement and strategic decision-making.

Customer Support 105

Customer Support Upselling Analytics Customer centricity 105

CSM Magazine

MARCH 16, 2023

You may be asking what Pi has to do with customer data analytics in contact centres? However, in my mind speech analytics engines are accurate enough to give confidence in the results. Dive into the Unknown Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown: 1.

Analytics 52

Analytics Coaching Finance Upselling 52

Totango

AUGUST 9, 2022

While customer segmentation predates digital technology, segmentation today relies heavily on digital databases and data analytics. Data analytics allows stored information to be scanned for patterns that reflect useful business intelligence. This enables more repeat business, more upsell opportunities, referrals and higher revenue.

Best practices 106

Best practices B2B Journey mapping Upselling 106

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. upselling to the most loyal customers) Process changes (e.g. Both groups of technologies can be utilized to make analytics more actionable. By the way, did you know that Lumoa’s analytics is powered by AI? Why is NPS ® going up or down?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

JustCall

DECEMBER 7, 2022

Well, there are sales metrics and sales analytics software to take you closer to goals. Read on to know how to track and improve your sales performance by using the right metrics and analytical tools. What is Sales Analytics? Sales analytics is the process of generating actionable insights from the sales data.

Analytics 52

Analytics Sales CRM Metrics 52

ChurnZero

MARCH 24, 2025

You dont have enough data to segment customers based on meaningful attributes and behaviors Find out more: Anticipate customer churn and more with customer success software analytics. Upsell opportunities. 3: Your CS teams processes feel inconsistent or repetitive. Meetings or calls with that hard-to-reach customer.

Technology 52

Technology CRM Engineering Finance 52