Lumoa

JANUARY 31, 2023

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams access to the same insights about what is driving the metric up or down. The Net Promoter System is a powerful metric for target setting. Eliminate company silos 1.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Calltools

MAY 27, 2020

Call scoring is like an NFL game, where your sales agents are players and you’re the coach. Like linebackers or wide receivers, each agent has a unique role to play in winning the game; you are the coach that helps your team grow and function well together. Call scoring metrics shouldn’t be “set in stone.”

Coaching 52

Coaching Government Scripts Metrics 52

JustCall

OCTOBER 15, 2023

Training and coaching are not just boxes to tick; they’re the heartbeat of employee growth and a company’s journey to success. In this blog, we’ll explore the challenges of agent training and coaching and how call recording makes a difference. year-over-year — the focus is clear.

Coaching 52

Coaching Metrics Feedback Upselling 52

Voxjar

APRIL 9, 2020

This guide will show you how to make the transition to remote call coaching and quality assurance. How to overcome the biggest challenges of remote call coaching and QA. What tools are the most effective for remote call quality assurance and coaching. 3: Delivering QA and Coaching Feedback from Home. You’ll learn.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. If I had to sum it up, everything post-sale is the domain of the Customer Success team.

Coaching 0

Coaching Upselling Engineering Marketing 0

Balto

JANUARY 17, 2025

Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations. Monitoring call center performance metrics is crucial for ensuring smooth customer interactions and motivated agents. Supervisors Monitoring performance and coaching agents in real-time. Its an ecosystem.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations. Monitoring call center performance metrics is crucial for ensuring smooth customer interactions and motivated agents. Supervisors Monitoring performance and coaching agents in real-time. Its an ecosystem.

Best practices 52

Best practices Call Center Metrics Management 52

Lumoa

FEBRUARY 20, 2018

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams the access to the same insights about what is driving the metric up or down. The Net Promoter System is a powerful metric for target setting. Why did we choose NPS?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

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

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. Customer Experience Metrics Will Improve Your Company’s Performance.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

Outsource Consultants

JANUARY 24, 2025

Key Components of Effective Quality Monitoring Quality monitoring in contact centers requires a combination of tools, metrics, and strategies. Performance Metrics and KPIs Key Performance Indicators (KPIs) provide quantifiable measures of contact center performance. Identifying one area for improvement.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

TeamSupport

MARCH 10, 2021

From time to first response to hourly ticket totals to the number of chat sessions per day and everything in between, a good customer service system can provide you with the metrics needed to improve your service operation. But if you don’t understand them, you can’t build the strategies and appropriate actions to make a positive impact.

B2B 98

B2B Upselling Coaching Customer Support 98

Tethr

JULY 21, 2020

AIS highlights those behaviors that are best from the customer’s perspective and companies can use that to recognize those agents and as a way to replicate that behavior among other agents through coaching and training. By measuring the agent performance metrics that actually matter to their business, companies see tangible results.

Coaching 69

Coaching Construction Upselling Scripts 69

Babelforce

FEBRUARY 15, 2022

Doing so every month will provide a good idea of how the metric changes over time. Revenue per call is a useful call center metric for calculating revenue generation. Use the metric to discover star reps. Here are some strategies you can use: Upselling and cross-selling. How to use revenue per call.

Upselling 52

Upselling Contact Center Metrics Coaching 52

ChurnZero

APRIL 26, 2019

Read on to discover how thinking like a Human Resources Manager, introducing your product early, and leveraging a coaching or shadowing program can turbocharge your onboarding experience. . A successful HR manager leverages metrics to forecast, track and report on new employee onboarding. Tip 1: Think Like a Human Resources Manager.

Coaching 58

Coaching Metrics Upselling SaaS 58

Customer Service Life

OCTOBER 20, 2017

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 Problem #1 – Only the competitive participate.

Gamification 68

Gamification Upselling Contact Center Metrics 68

Mindtouch

SEPTEMBER 27, 2018

From onboarding to potential upsells, she guides the customer to find solutions that best fit their needs. I would also say coaching them to help identify metrics they can establish as KPIs to show value internally for the product, and also maintaining a good cadence and frequency of contact.”.

Management 80

Management Best practices Upselling Coaching 80

Fonolo

MARCH 28, 2023

They’ll also track contact center metrics like net promoter score, customer satisfaction score , and customer effort score to understand customers’ needs and identify ways to improve CX. Providing training and coaching: Training and coaching call center agents is an important part of the job.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

ChurnZero

JANUARY 22, 2021

So, you signed up for a Customer Success gig and now your boss wants you to upsell? A: When you’re getting ghosted multiple times, here’s the generic coaching: you either have to change the message, change the channel, or change both. And expand? And have all those price increase conversations?

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Regularly evaluate their performance and provide individual coaching sessions to address areas of improvement. 3- Clear Performance Metrics. 3- Clear Performance Metrics. Regularly update training materials to keep agents informed about new processes and procedures.

Call Center 52

Call Center First call resolution Construction call center software 52

ChurnZero

APRIL 27, 2021

Account expansion is often a more telling metric at this stage as those companies with high-growth potential will often see off-cycle expansion just a quarter or two into a new customer subscription – the proverbial land and expand. . All the typical SaaS metrics can be indicative of potential … though some less so at this stage.

SaaS 98

SaaS Metrics Sales Marketing 98

Outsource Consultants

APRIL 2, 2025

Centers that utilize AI-powered chatbots, advanced IVR systems, and omnichannel support platforms often see significant improvements in their performance metrics. Studies show that companies using AI in their call centers see improved performance metrics. A high FCR rate indicates that agents can solve customer issues quickly.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

CustomerSuccessBox

JANUARY 24, 2019

On the other hand, customer success department is responsible for reducing churn (which in turn increases the LTV of the customers) and also upsells and cross-sells (which brings in additional revenue). Both the departments are measured on totally different metrics. Customer success department is success oriented.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

Nicereply

JUNE 20, 2023

Roles with similar titles have vastly different responsibilities , deliverables, and metrics in the market. With Customer Experience talent, communication style, and ability to upsell/renew without being or seeming “salesy” are also skills we tend to look for. Likewise, you need to understand individual candidates’ CX experience.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Amity

JANUARY 27, 2016

You need to chalk out a standard procedure, depending on types of accounts, as to how you shall help them, coach them and mentor them at appropriate junctions. • The Link Between Customer Success, Retention, and Upsells. Expanding revenue from existing customers leads us to the topic of upsells.

Upselling 57

Upselling SaaS Best practices Sales 57

Balto

JANUARY 2, 2025

From optimizing call center agent performance metrics to empowering call center managers, this guide breaks down how to achieve operational excellence while keeping your team engaged and motivated. A call center employee seated at a desk wearing a headset, while receiving coaching from a manager standing next to the desk.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

NobelBiz

JULY 25, 2023

Meet the renowned Contact Center Coach, Michael Tamer, also a training expert, CEO at Proponisi, and an accomplished author. We’re thrilled to have him as our special guest on the show, where we delve into the world of training and coaching.

Analytics 98

Analytics Call Center Contact center software Scripts 98

Cincom

MARCH 6, 2020

Marketing automation systems facilitate the use of all these processes, and adding Pareto as a metric or control is a logical extension of the evaluation process associated with electing these choices. Learning how to exploit those commonalities still requires training and coaching skills, but Pareto can help you identify what to look for.

Management 66

Management CRM Sales Metrics 66

Amity

APRIL 7, 2017

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Step 2: Metrics. Register for the webinar!

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

Expivia

APRIL 1, 2021

Being a high school basketball coach, my work team sometimes gets annoyed at me for using sports references time and time again, but I think in this case it will really help make sense of what we do when evaluating live calls compared to recorded calls. Live monitoring from your supervisors and/or your QA areas is like in-game coaching.

Quality management 52

Quality management Call Center Management Coaching 52

Balto

JANUARY 14, 2025

Contact center analytics is a crucial tool that helps businesses track and analyze performance metrics, ultimately aiming to enhance operational efficiency and customer satisfaction. Agent Coaching and Performance : Real-time tools identify coaching moments, enhancing performance during live calls.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

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. Whether an agent is a naturally gifted speaker or someone who needs more coaching and guidance, everyone needs a solid script.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Amity

MARCH 10, 2017

Map out the different strategies and processes you need in place, including the onboarding processes, coaching processes, escalation processes, upsell processes, renewals processes, etc. Putting it all down on paper is a lot of work up front but it makes everything else run so much more smoothly down the road. .

Engineering 90

Engineering Upselling Metrics SaaS 90

24-7 InTouch

FEBRUARY 25, 2020

By focusing on our team members’ experience , we improve results from a retention and employee engagement perspective, while also driving core contact center metrics such as CSAT, AHT, and attendance. Type: Determine what the most important metrics are that tell the full story. SHARE THROUGH REPORTING. Average Talk Time. Quality Score.

Brand ambassadors 52

Brand ambassadors Customer Service Calibration Average Handle Time 52

Tethr

JULY 16, 2020

But this flies in the face of decades worth of evidence around what drives customer disloyalty: actual and perceived effort – both within and beyond service interactions – remain the most reliable predictor of churn and even impact upsell and cross-sell potential. So coaching is situational, where outliers are of main concern.

Coaching 68

Coaching Customer effort Customer Care Upselling 68

Amity

MAY 9, 2016

When I was a Customer Success Manager at Eloqua, the role was managing accounts (Renewals, Upsells, Cross-Sells, Success Planning). We partner with either the Sales Rep or the Advocacy Coach on some accounts and make a game plan together, create our roles and work together as a team. Cross-sell, upsell, retention.

Coaching 56

Coaching Upselling Accountability Sales 56

ChurnZero

NOVEMBER 4, 2022

To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news. When CS teams only own customer satisfaction and engagement metrics, they lessen their business impact, and in turn, their value and authority.

SaaS 98

SaaS Customer centricity Finance Best practices 98