Contact Center Pipeline

AUGUST 5, 2020

Area of Expertise: Training contact center agents to deliver great customer service and upsell effectively for improved customer retention and higher revenue. Contact Center Pipeline’s AUTHOR WALL OF FAME Mike Aoki is President of Reflective Keynotes Inc., What is your […].

Upselling 32

Upselling Contact Center Customer retention Sales 32

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. Its like having a personal coach, always available to help them sharpen their skills. Personalized training doesnt just benefit the agents.

First call resolution 52

First call resolution Upselling Scripts 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

Callminer

JUNE 3, 2019

Depending on your organization’s preferences, this can then prompt your agent to make a specific offer, upsell where applicable, redirect the call, and more. I encourage you to learn more about best practices in coaching your agents to success. . When it comes to employee nurturement, investing in the right technology pays off.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

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

TechSee

SEPTEMBER 7, 2021

Traditionally, companies have onboarded and trained new agents and technicians using one-on-one coaching or classroom-style role-playing. Visual assistance technology can also be used beyond remote support cases to enable field technicians to offer customers post-sales upsells such as: extended warranties. Onboarding & Training.

Technical Support 191

Technical Support Sales Upselling Coaching 191

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

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. Like football, call scoring is a group effort.

Coaching 52

Coaching Government Scripts Metrics 52

Bill Quiseng

DECEMBER 15, 2014

If your intentions are oriented toward your company’s desired outcome (anti-theft, direct marketing, promotions, upsells, etc) your efforts will become gimmicky, robotic, and ingenuine. My passion is in serving small business owner master their customers’ experience through my coaching offering.

Morale 152

Morale Upselling Coaching Customer Service 152

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

Integrity Solutions

MARCH 11, 2025

Taking into account all of the factors that impact sales performance is critical, because this will, in turn, affect what you measure, how you approach sales training, how your sales managers coach their reps and your overall processes and strategy.

Sales 52

Sales Metrics CRM Coaching 52

Amity

MARCH 28, 2018

Automation helps Customer Success teams focus their human sensitivity and it empowers them to create value and coach customer towards better outcomes. Automation helps you become a true proactive coach, an advocate, and a partner for your customers. So what, exactly, is automation good for in Customer Success, and why do we need it?

Coaching 95

Coaching Upselling SaaS Technology 95

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. This shouldn’t be about pushing products. Is your team in touch with the needs of your customers?

Best practices 126

Best practices Customer Service Upselling Sales 126

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

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

Amity

OCTOBER 24, 2016

By being experts in their field, Customer Success Managers are able to directly impact their customers’ ability to reach their goals, and they are able to build strong and lasting relationships with customers by proactively coaching them on a daily basis. Leverage automation, sit back and watch it run.

Coaching 80

Coaching Upselling Technology Management 80

Integrity Solutions

NOVEMBER 29, 2022

Considering how many others play a crucial role in engaging, supporting and retaining customers as well as in upselling and cross-selling, limiting development just to the salespeople will only take you so far. Are our sales managers coaching? Is the coaching perceived as valuable by the sales team? Reinforcement.

Metrics 86

Metrics Sales Coaching Accountability 86

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. Get your Sales team to do coaching/training. Should Customer Success own the renewal and/or upsell? Sit in on sales calls. Understand the blockers that your Sales team [encounters].

Sales 94

Sales Upselling Morale SaaS 94

Voxjar

MAY 22, 2018

Cross-sell or upsell existing customers on the best product based on their needs. The post 101 Call Monitoring Parameters for Quality and Coaching appeared first on Voxjar. Send follow up email with reference number and service provided. Did your rep: Ask pertinent questions to discover customer’s needs. Build rapport.

Coaching 45

Coaching Scripts Calibration Telemarketing 45

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 CRM 40

Fonolo

APRIL 6, 2020

It also helps to increase agent efficiency through the use of automation and it can also identity coaching opportunities by listening to phone calls. It allows agents to provide better service and give you tools to upsell as well. It can rout calls to the most qualified agent to handle each customer while reducing average handle times.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

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

Totango

JULY 28, 2021

Suggesting upsells. For example, consider asking the candidate to prepare a presentation or conduct a mock quarterly business review to see how the candidate would respond to a customer and coach the client through the review. Assisting with customer onboarding. Promoting feature adoption and engagement.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

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. For more ways you can use tools like TeamInsights to interpret data and set actionable strategies, read our 3-part blog on the topic.

B2B 98

B2B Upselling Coaching Customer Support 98

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. Related: Are you wondering what’s next in your CS career? 3: Winning By Design.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

Outsource Consultants

FEBRUARY 14, 2025

AI Predictive Upselling: Smarter Offers at the Right Time People arent anti-upsell. Theyre anti-bad upselling. Most upsell strategies rely on arbitrary scoring thresholds hit a certain spend, get a perk. Prioritizes customer-beneficial upsells over generic revenue grabs. Its not a pitch.

Upselling 67

Upselling Scripts Interactive Voice Response Banking 67

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

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. For example, focus on how a CSP can offset costs and identify upsell opportunities, because highlighting specific benefits and cost savings to CFOs is crucial.

Coaching 98

Coaching Upselling Management Accountability 98

Totango

NOVEMBER 27, 2023

CSMs can then embrace their strategic role as a consultant, devoting more time to coaching customers on how to achieve their business outcomes by maximizing product value. When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities.

B2B 98

B2B CRM Enterprise Upselling 98

Outsource Consultants

JANUARY 24, 2025

For example, if a customer mentions a product, the system can instantly provide the agent with relevant information or upsell opportunities. Provide Consistent Feedback and Coaching Timely feedback accelerates agent development. Use a structured coaching approach, such as: Highlighting two strengths.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

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?

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

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

ChurnZero

JULY 8, 2022

For example, when designing your onboarding journey, you might choose a high-touch model with one-on-one coaching for your high-value customers and rely more on a tech-touch for other lower-valued segments of your customer base. Create value-based customer segmentation to inform your customer success and support strategy.

SaaS 98

SaaS Metrics Customer retention Upselling 98

Totango

MAY 17, 2022

Delivery of crucial customer data to sales representatives to support higher closing rates and upsells. The best customer success platforms support integrations with leading CRM tools, allowing you to leverage your CRM data and maximize sales from subscription renewals and upsells.

B2B 85

B2B Sales CRM Enterprise 85

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. Empower the whole organization to make improvements.

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

Fonolo

MARCH 28, 2023

Providing training and coaching: Training and coaching call center agents is an important part of the job. Customer success managers may provide customer training and support, identify opportunities for upselling or cross-selling, and work to resolve customer issues or complaints.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81