CSM Magazine

MARCH 16, 2023

This means applying Machine Learning (ML) to call transcripts to automatically find the ‘needles’ or key topics and library of associated phrases that really matter such as those relating to churn risk, compliance or upsell. Create Conversational Clarity The average organisation analyses just 2% of customer interactions.

Analytics 52

Analytics Coaching Finance Upselling 52

Balto

JANUARY 30, 2025

Symbal AI-powered call insights & coaching Custom pricing 4.4 By delivering in-the-moment coaching and tailored insights, Balto helps agents excel in customer interactions without breaking a sweat. One reviewer noted, Balto has completely transformed how we coach our agents, saving us countless hours every week.

call center software 52

call center software Call Center Multichannel Coaching 52

Balto

JANUARY 14, 2025

Agent Coaching and Performance : Real-time tools identify coaching moments, enhancing performance during live calls. Monitoring and analyzing agents performance through various metrics and reports provides insights on areas where agents excel or need improvement, enabling targeted coaching and development programs.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Tethr

JUNE 22, 2020

Ask yourself how you will use this insight to improve existing business processes, technology or help your organization coach and support employee skill-building to resolve the issue. Reports help you coach agent behavior and move key behavioral metrics. The how is often defined by you depending on your business model.

Customer Experience 65

Customer Experience Customer effort Interactive Voice Response Coaching 65

Balto

AUGUST 3, 2022

From training and coaching to software enhancements, investments allow you to scale your output without hiring, automate repetitive tasks, strengthen your funnel, and improve cross-functional collaboration and visibility. There are a lot of reasons to invest in your contact center. E.g., CSAT of 4/5 = 80/100. quotes, feedback, etc.)

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

JustCall

FEBRUARY 11, 2022

Upselling, and cross selling products and sellers. Skills and qualifications you need to have as a key account manager, include: Diploma/Degree in Sales, Finance, Business Administration or a related field. Adopt Modern Sales Coaching Technique. Sales training and coaching form the very foundation of your sales machinery.

Sales 52

Sales B2C B2B call center software 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. Ongoing coaching and feedback mechanisms. Check if the contact center provider offers the following.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 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.” It can be particularly useful for ensuring compliance for industries like healthcare or finance. The last thing you want is for your agents to sound like bots!

Call flow 40

Call flow Contact Center Interactive Voice Response Scripts 40

SmartKarrot

OCTOBER 21, 2022

Interact with Sales, Product, Engineering, Support, Services, Finance and Executive teams to drive positive change on behalf of the customers. Drive portfolio growth by identifying and executing on Upsell opportunities whilst retaining happy and successful customers. Act as a thought leader within the customer community.

Finance 19

Finance Upselling Coaching Education 19

SmartKarrot

MAY 23, 2022

Role: Director of Customer Success – North America Location: New York, NY, US (On-site) Organization: Leapsome As a Director of Customer Success, you will establish the best customer experience across the customer journey with onboarding, support, account management and upselling and turn the customers into advocates.

Finance 19

Finance Upselling Consulting Consulting 19

SmartKarrot

APRIL 18, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment. Drives innovation, best practices, and process improvement.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

SmartKarrot

MARCH 31, 2022

Lead, coach, and develop teams, bringing energy and passion for the business. Ensure revenue growth in line with Net & Gross Revenue Retention targets, with direct responsibility for cross and upsell. Collaborate with peers to implement best and next practices and pioneer leading operational excellence.

Finance 19

Finance Upselling Accountability Coaching 19

SmartKarrot

SEPTEMBER 29, 2022

Work closely w/ revops, finance, and sales to structure compensation & SPIFFS to reward customer health while also driving the company’s GRR and NRR goals. Build Customer Success Plans and establish critical goals to aid the customer in achieving their objectives and drive new usage of Splunk and upsell opportunities.

Finance 19

Finance Upselling Accountability Coaching 19

SmartKarrot

JULY 6, 2021

Role: Director, Customer Success Location: New York, NY, US Organization: Ogury As a Director of Customer Success, you will lead a team of CSMs & coach them across the full sales cycle, maximizing their customer service, performance, and revenue opportunities.

Coaching 10

Coaching Finance Upselling Customer centricity 10

SmartKarrot

FEBRUARY 25, 2021

Develop and nurture cross-functional partnerships across the entire TargetCW organization including software, sales, marketing, finance and operations which impact overall customer success and drive customer retention and revenue growth. Achieve specific targets for retention, expansion, and other key revenue targets.

Journey mapping 10

Journey mapping Finance Customer retention Upselling 10

SmartKarrot

OCTOBER 23, 2020

Also, align with finance and the management team on key metrics and objectives. Identify and achieve targets on renewal rates, customer satisfaction, expansions, upsells, and new opportunities in assigned accounts. Be a team player and coach other team members.

Finance 10

Finance Upselling Accountability outsourcing 10

SmartKarrot

JUNE 1, 2021

Support & coach the team on the methods and quality tools needed to reach Robustness, Customer satisfaction and Quality targets. Collaborate cross-functionally with internal teams (support, product, finance, and sales) for continuous learning and feedback. Advise customers to ensure that they leverage the products effectively.

Best practices 10

Best practices Finance Benchmark Upselling 10

SmartKarrot

MAY 24, 2021

Work with Incredible Health partners to identify and develop upsell and expansion opportunities across the customer base. Coach, mentor and train direct reports and other teams from sales, implementations, product, support and finance to help the customers reach their business goals as one team.

Finance 10

Finance Upselling Coaching Accountability 10

SmartKarrot

FEBRUARY 17, 2021

Role: VP Customer Success Location: Fremont, CA, US Organization: Privacera As a VP of Success Manager, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results along with hiring, coaching, and developing a world-class team. Apply here: [link] Role: Director / Sr.

Enterprise 10

Enterprise Technical Support Finance Upselling 10

SmartKarrot

DECEMBER 16, 2020

Work closely with Accounting, Finance, and Human Resources to establish rules, policies, and procedures associated with commercial and customer success compensation. Coach peers proactively in the organization to create skill lift that drives client growth and contributes to overall team success.

Journey mapping 10

Journey mapping Finance Upselling Coaching 10

Nicereply

JUNE 20, 2023

With Customer Experience talent, communication style, and ability to upsell/renew without being or seeming “salesy” are also skills we tend to look for. finance, construction, healthcare). Our experience shows that collaboration, learning, mentoring, and coaching of teammates are facilitated more easily in person.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Babelforce

APRIL 21, 2021

The company: Created support teams made up of agents, managers, coaches, and tech specialists. You can also use it to: Help your agents spot sales and upsell opportunities. It’s especially important if you deal with sensitive topics like finance or healthcare. But this isn’t the only way that NLU can help contact centers.

Call Center 52

Call Center Contact Center Interactive Voice Response CRM 52

Global Response

JANUARY 31, 2024

What’s more, it allows them to strategically upsell and cross-sell while fully remaining in line with U.S. Provide coaching and feedback to reinforce regulatory compliance in day-to-day operations. Industries handling sensitive personal data (like healthcare or finance) might find more value in domestic call centers.

Call Center 62

Call Center Telemarketing Government Telecommunications 62

ROI CX Solutions

DECEMBER 3, 2024

They work with major players in retail, e-commerce, banking, and finance. In addition to customer-facing solutions, it provides back-end support such as finance, technical support, accounting, and collections. ROI CXs customer service outsourcing solutions go beyond the basics.

outsourcing 52

outsourcing Customer Support Telemarketing Technical Support 52

ChurnZero

MARCH 27, 2020

Make sure your walkthroughs integrate with systems that contain customer data (including applications, CRMs, support ticketing systems, finance systems, email, and more), so it has a very deep and broad understanding of customers’ behavioral data. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League .

Education 52

Education Upselling Personalization Finance 52

SmartKarrot

JUNE 14, 2021

Act as a player-coach to recruit, train and develop a growing team of client operations associates. Coordinate, refine and own the deal operations process by working closely with Sales, Finance, and Product. Exceptional at cross-collaborating internally with different teams, such as finance, legal, marketing, support, etc.

Finance 10

Finance Upselling Accountability Coaching 10