Contact Center Pipeline

AUGUST 5, 2020

a Canadian training company that helps contact centers improve their sales and customer experience results. Area of Expertise: Training contact center agents to deliver great customer service and upsell effectively for improved customer retention and higher revenue. What is your […].

Upselling 32

Upselling Contact Center Customer retention Sales 32

TechSee

SEPTEMBER 7, 2021

Training 10K Technicians Within A Few Days! Within a few days, they were able to achieve 95%+ accuracy in training their computer vision powered capabilities, and experienced a huge boost in workforce productivity. Onboarding & Training. This training generally focuses on imparting knowledge. service contracts .

Technical Support 191

Technical Support Sales Upselling Coaching 191

Babelforce

SEPTEMBER 15, 2021

To be fully effective, agents need your support; implementing a solid call center training program will equip your team with everything they need to handle conversations effectively. Here are 13 tips to give your call center training program a boost. 13 Call Center Training Tips. #1 1 Start training early.

Call Center 102

Call Center Scripts Contact Center Airlines 102

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. A striking 83% of top-performing customer service agents confirm they received the necessary agent training to excel. This is why consistent training standards are vital.

Coaching 52

Coaching Metrics Feedback Upselling 52

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Over 1,000,000 people have taken one of his video-based training courses on LinkedIn Learning.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ROI CX Solutions

APRIL 29, 2025

Improved customer and agent experience: With AI tools such as chatbots, autopilots, and predictive analytics, customers receive faster, more personalized support, while agents benefit from reduced workload, real-time assistance, and ongoing coaching. This dual focus boosts satisfaction and employee retention. The result?

Customer Support 52

Customer Support Interactive Voice Response Chatbots Coaching 52

Callminer

JUNE 3, 2019

Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and train, but it can also lead to bad customer experiences—an indirect attack against the heart of your brand. Improper training leaves agents unprepared. occupations, with large call centers reaching over 50%.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

Tethr

JULY 23, 2020

Innovations in AI and machine learning can help identify specific agent behaviors that need coaching. Powering agent coaching opportunities. A Fortune 1000 retailer is using AIS to power agent coaching opportunities. With this understanding, he can be more effectively coached to improve. Now, agents aren’t perfect.

Coaching 68

Coaching Surveys Upselling Scripts 68

aircall

JULY 14, 2022

We’ve teamed up with The Entourage , Australia’s leading training and business coaching provider, to share some of the key principles to successful selling in 2022, as well as the biggest missed opportunities for any business to capitalize on. What are upselling and cross-selling? Scaling your sales strategy for 2022.

Upselling 62

Upselling Sales Advertising Customer centricity 62

Integrity Solutions

MARCH 11, 2025

While you can’t always control what happens in the broader marketplace, there are many internal factors that influence overall sales performance, from sales strategy and processes to training and performance management. To do that, they need to know why they’re selling.

Sales 52

Sales Metrics CRM Coaching 52

Playvox

OCTOBER 27, 2021

If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue. Our original contact center research revealed that 28 percent of contact centers generate 11 to 20 percent of their revenue from cross-selling and upselling.

Upselling 52

Upselling Contact Center Best practices Sales 52

Toister Performance Solutions

AUGUST 15, 2019

She had called and told me her team needed training. All the leader knew was she needed things to improve and she thought training would be the answer. She wasn’t even sure what training was needed. And that dooms the training to fail. The good news is there's a simple fix called a training needs analysis.

Coaching 61

Coaching Upselling Sales Call Center 61

Fonolo

APRIL 6, 2021

Upsell products that match a customer’s need. On the contrary, upselling and cross-selling are natural next-level customer service boosters after a successful FAB presentation. Empower your associates with training. If regular reminders to listen and be empathetic are not working, training may be in order.

Best practices 126

Best practices Customer Service Upselling Sales 126

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. Enhance training. Identify problems. Boost agent efficiency.

Coaching 52

Coaching Government Scripts Metrics 52

Ann Michaels and Associates

APRIL 17, 2019

Upselling and cross-selling are both beneficial for any industry for one simple reason: more revenue. When you can convince your customer that your suggestions are for their benefit, then you can master the art of upselling and cross-selling. Keep reading to learn how to use upselling and cross-selling to your advantage.

Upselling 40

Upselling Coaching Feedback Sales 40

Hodusoft

APRIL 24, 2025

Real-Time Monitoring and Agent Coaching Supervisors can monitor agent performance and customer service operations in real time. This allows them to identify training gaps, boost agent efficiency, and ensure a consistently high level of service quality across the insurance call center.

Contact center software 52

Contact center software Customer retention Contact Center call center software 52

Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. They should be comfortable performing sales functions such as encouraging subscription renewals, upselling, and cross-selling. Coaching and training. Coaching and Training.

Management 97

Management Upselling Coaching Best practices 97

Balto

JUNE 12, 2023

The top tools used were agent training (46.65%), Customer Relationship Management (CRM) tools (42.68%), and knowledge bases (36.48%), and bringing up the rear were none of the above (5.71%), and gamification tools (9.43%). How can agent training act as a lever to drive positive outcomes for your contact center? Resist this urge.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

Contact Center Pipeline

JUNE 29, 2017

Hot topics on the Pipeline blog included how to blend artificial intelligence with live-agent support, fun and motivational ideas for your training, coaching and team meetings, useful advice to get the most out of agent training efforts, […].

Coaching 100

Coaching Upselling Contact Center Call Center 100

Vistio

SEPTEMBER 16, 2024

But achieving high performance in your contact center isn’t just about hiring the right people—it’s about equipping them with the right training. The quality of your training program has far-reaching effects on your business, from reducing turnover and minimizing costs to improving customer satisfaction.

Contact Center 52

Contact Center Customer retention Upselling Coaching 52

JustCall

APRIL 4, 2023

However, a call center is only as effective as its sales techniques and training. With the right approach and training, an inbound call center can double up as a powerful tool for generating sales and building customer loyalty. What Is Call Center Inbound Sales Training? 10 Inbound Call Center Sales Techniques Worth Trying A.

Call Center 52

Call Center Sales Inbound sales Upselling 52

CSM Magazine

DECEMBER 6, 2023

It also requires a well-trained team that understands the value of customer success and has the skills and knowledge to deliver it consistently. In this article, we will explore why investing in customer success training is a smart decision and the benefits it can bring to your business. Let’s get started! The result?

Upselling 52

Upselling SaaS Advertising Coaching 52

aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? spend over $70 billion on sales training every year. As you develop your sales team training program, you’ll need to have a good understanding of the purpose and goals of the training.

Best practices 62

Best practices Sales Call Center Coaching 62

ChurnZero

JULY 9, 2024

So, we need to coach and support CSMs to have these conversations and coach CSMs on balancing long-term impacts and immediate issues. 3: Enable your CSMs to work smarter with training and tools. Only 20% of CSMs agree strongly that they have the support, tools and training to accomplish their goals.

Coaching 98

Coaching Upselling Management Accountability 98

ChurnZero

MAY 3, 2022

Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER. On their YouTube channel , you’ll find everything from quick bites of advice to in-depth discussions with CS leaders. We’ll help you find your path to success.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

ChurnZero

SEPTEMBER 14, 2021

If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. Involve Your Sales Team in Training . Get your Sales team to do coaching/training. Should Customer Success own the renewal and/or upsell? Sit in on sales calls.

Sales 94

Sales Upselling Morale SaaS 94

TeamSupport

MARCH 10, 2021

Determine if the trends indicate a development issue—such as multiple tickets regarding the same technical problem—or a customer agent training issue that can be helped with some one-on-one coaching. Once you master that and get off on the right foot, develop similar standards for resolution times. Learn more at TeamSuccess.com.

B2B 98

B2B Upselling Coaching Customer Support 98

Fonolo

MARCH 28, 2023

Providing training and coaching: Training and coaching call center agents is an important part of the job. There are certification programs available and online training, too, that can give you the knowledge and skills needed to succeed in this role.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Expivia

MAY 9, 2021

Train your reps on the proper opening and greeting. It should all be trained, educated, and roleplayed. Associates should include some sort of call to action , like a cross-sell or upsell, as well as any necessary disclosures before they close the call. You want to educate your associates on all of these. Create a Scorecard.

Call Center 98

Call Center Education call center association Contact Center 98

Integrity Solutions

JANUARY 15, 2020

With more companies depending on cross-selling and upselling, there are more people in non-traditional sales roles who are now expected to identify revenue opportunities and contribute in sales-related capacities. But inevitably, they discover that “coaching” the pharma rep to make 40 calls a week instead of 25 doesn’t move the needle.

Sales 80

Sales Coaching Banking Morale 80

Fonolo

OCTOBER 4, 2022

Picture this: Y ou’re the coach of a soccer team. If an agent effectively upsells in every sales call, this likely indicates a stronger proficiency in sales. Skills-based call routing sounds super technical! While there is a tech side to it, at its heart, skills-based call routing is all about peopl e. Still with me? Customer support.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

NobelBiz

JULY 25, 2023

This, in turn, aids in training agents, tailoring responses, and improving overall customer satisfaction. Christian Montes, Executive Vice President of Client Operations @NobelBiz Real-time Feedback and Training A standout feature of interaction analytics in call centers is its ability to provide real-time feedback.

Analytics 98

Analytics Call Center Contact center software Scripts 98

ChurnZero

JUNE 18, 2024

You should, because upsell and cross-sell are key drivers of the sustainable growth your company needs, and yet only 43% of CS teams do. Train your CSMs to: Actively seek feedback from the same stakeholders and others, which can turn everyday users into advocates within a customer’s organization.

Upselling 59

Upselling Coaching Education Feedback 59

Lumoa

JANUARY 31, 2023

Organize workshops, coaching, and training within the company. Upsell to the promoters and introduce new/additional services and products. Report results as a part of regular management reporting rhythm. Customer experience management is a consistent process. Learn from each other. Cross-organizational silos.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

ClientSuccess

OCTOBER 18, 2022

Modern CSMs are now responsible for the full spectrum of customer conversations, including those trickier ones that may center around strategic initiatives such as renewals, upsells, expansion opportunities, or, in some cases, executive concerns. .

Best practices 72

Best practices Upselling Coaching Accountability 72

Nicereply

JUNE 20, 2023

The time and effort to interview, onboard, and train are costly. The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention. It is often worth investing in system and product training in a passionate domain expert. Hiring is important for every role at a company.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

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. Putting AIS into action. Overhaul call center QA for good.

Coaching 69

Coaching Construction Upselling Scripts 69