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

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. Street Fight) Here’s how five brands have navigated the changes and adapted their loyalty programs to meet new consumer demands.

Customer Service 351

Customer Service First call resolution Contact Center Best practices 351

The Petrova Experience

JANUARY 14, 2025

Its 2025, and businesses across sectors have a customer retention problem. companies alone lose an estimated $168 billion annually due to customer attrition, as revealed in a CallMiner whitepaper. The financial implication of customer churn is staggering, with little end in sight, if unaddressed.

Customer retention 40

Customer retention Feedback B2C Metrics 40

TeleDirect

DECEMBER 25, 2024

These centers handle a variety of interactions, including: Customer inquiries Technical support Complaint resolution Appointment scheduling Order processing Whether it’s answering questions at midnight or resolving an issue on a public holiday, 24/7 call centers provide uninterrupted service to meet customer needs.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. What is customer retention?

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ProProfs Blog

FEBRUARY 22, 2019

A Forrester report highlights increasing customer retention by 5% can increase profits by up to 95%. Loyal customers spend about 30% more with brands than new customers. An investment to increase retention by 5% is surely a worthy business investment. Simple formula: Customer Retention = Engagement + Investment.

Customer retention 123

Customer retention Airlines B2B CRM 123

delighted

MARCH 23, 2021

By emphasizing customer retention as a key performance indicator (KPI) for your business, you can ensure your priorities are in the right place. What’s your customer retention rate? Before you can focus on improving customer retention, you must benchmark how you’re currently doing in this department.

Customer retention 116

Customer retention Feedback Surveys Benchmark 116

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer retention 106

Customer retention Upselling CRM SaaS 106

ShepHyken

APRIL 5, 2019

These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. When used correctly, chatbots have the power to enhance marketing, sales, customer retention and more. Personalizing the Customer Experience.

Chatbots 299

Chatbots Customer Experience Cloud contact Contact Center 299

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Poor Customer Fit. Your product isn’t capable of meeting their goals.

Customer retention 94

Customer retention Sales Marketing Big data 94

ShepHyken

MARCH 27, 2018

Shep Hyken sits down with Joey Coleman to discuss how to “Never Lose a Customer,” which happens to be the title of his amazing book. Transform a single sale into a lifetime of loyalty. ? ?. . Acclimate – Hold the customer’s hand and get them used to doing business with your company. How can you earn customer loyalty?

Customer retention 216

Customer retention Accountability Feedback Sales 216

ShepHyken

FEBRUARY 10, 2020

Customer service expert Steve Digioia has written a short and humorous article about how some companies deliver Bigfoot style customer service. How B2B Companies Can Up Their Customer Experience Game Based on Insights from Nicholas Caffentzis. KelloggInsight) Most companies focus on their own sales targets.

Customer Service 212

Customer Service B2B Customer retention B2C 212

ShepHyken

MAY 17, 2021

Customer Empathy: Four Data Points for Understanding How the Pandemic Has Impacted the Customer Experience (CX) by Janelle Estes. eWeek) The data points in this article can help companies gain a better understanding of how the pandemic has affected CX, and what they can do to meet and exceed customer expectations now and in the future.

Customer Service 213

Customer Service Customer retention Marketing Sales 213

TeleDirect

MARCH 15, 2025

Before deciding on the best call center service for your business, it’s essential to understand their primary functions: Inbound call centers handle incoming customer inquiries, support requests, and service-related concerns. Outbound call centers focus on outgoing customer interactions, including sales, lead generation, and follow-ups.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

aircall

OCTOBER 6, 2021

One of the best strategies for increasing engagement and retention is to refine your sales onboarding process. In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Defining Effective Sales Onboarding.

Sales 117

Sales Scripts Best practices Feedback 117

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? At its essence, humanizing the sales experience is really about personalization. The desire for a personalization in the sales experience has only grown in recent years. The same holds true across the sales-service continuum.

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Personalization Sales Scripts Contact Center 103

REVE Chat Blog

JANUARY 22, 2020

You can not persuade anyone to buy what you’re offering unless you understand what your customer needs. . Understanding what customer wants should be the focal point of every business and meeting their needs will build a solid customer base. It is known as a Unique Sales Proposition (USP).

Construction 108

Construction Feedback Customer centricity Surveys 108

ShepHyken

FEBRUARY 13, 2023

Top Takeaways: The customer journey is like a romantic relationship. The marketing and sales phase is like dating. When your prospect becomes a customer, you move them into the “marriage” stage, which is non-tactical and requires a different set of skills to maintain. It continues even after the sale is made.

Customer retention 156

Customer retention Sales Customer Service Marketing 156

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee.

Call Center 345

Call Center Contact Center Finance Consulting 345

TeleDirect

MARCH 14, 2025

Social media customer service to engage customers on platforms they frequently use. Scalability to Meet Business Needs As businesses grow, customer inquiries increase. Improved Customer Experience (CX) Customers appreciate instant responses and seamless support , leading to: Higher customer satisfaction scores (CSAT).

call center solutions 62

call center solutions Call Center Multi-channel support Abandon rate 62

ShepHyken

JULY 31, 2018

Instead of just focusing on meeting your monthly sales numbers, try focusing on customer retention. If all you focus on is reducing labor costs and network expenses, then you probably won’t have a high NPS or customer satisfaction.” – Scott Walker.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

ShepHyken

JULY 31, 2018

Instead of just focusing on meeting your monthly sales numbers, try focusing on customer retention. If all you focus on is reducing labor costs and network expenses, then you probably won’t have a high NPS or customer satisfaction.” – Scott Walker.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

ProProfs Blog

DECEMBER 24, 2019

What makes live chat scripts so important for sales and customer service? To realize all the benefits of live chat scripts, you need to understand the importance of chat etiquette for your customers’ experience and satisfaction. How to Apologize for Being Unable to Meet the Request? Communicating Sales and Promotions.

Scripts 133

Scripts Sales Customer Service Accountability 133

TeleDirect

JANUARY 4, 2025

Example: A missed call from a potential customer looking to purchase a product or service could mean losing hundreds or even thousands of dollars in sales. Damaged Reputation Customers expect businesses to be accessible. Impact: A quick response can turn inquiries into sales, boosting your revenue.

Healthcare 62

Healthcare Call Center call center solutions Sales 62

ChurnZero

JANUARY 22, 2021

“But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Apply a language framework to “get into” the sales conversations. Never get ghosted by a customer again. A: Usually, it’s closer to the meeting.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

OctopusTech

JUNE 29, 2023

Most organizations generally use these different tactics such as outbound call center services for customer retention in the long run and to enhance the entire sales process. Almost 68% of the customers believe that a company should check the taste and preference and then modify the experiences. Almost 55.3%

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

Beyond Philosophy

SEPTEMBER 6, 2016

Marketing consultant and author Robert Tucker has stated, “Companies are often so concerned about attracting new customers that they denigrate their unique value proposition to loyal customers.” showed that 80% of companies spend too much of their marketing budget on customer acquisition.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

Babelforce

NOVEMBER 12, 2020

Some categories, including food and household items have seen an average 30% increase in online sales. It’s a good time to poach customers – and to focus on customer retention. Now might be the best time to offer customers discounts in recognition of the tough experiences many of them are having. #4

Sales 98

Sales Marketing Entertainment Contact Center 98

TeleDirect

JANUARY 9, 2025

Example: An online retailer can rely on a US-based call center to handle increased inquiries during Black Friday, ensuring seamless operations and customer satisfaction. Focus on First Call Resolution (FCR): Resolving customer issues on the first attempt reduces costs and enhances satisfaction. Ensure HIPAA-compliant communication.

Call Center 77

Call Center Healthcare Multichannel First call resolution 77

Outsource Consultants

MARCH 18, 2025

This article dives into key market trends (including cost benefits and regional considerations), real-world success stories of outsourcing, the impact of AI-driven disruptions in call centers, and how to balance automation with human agents for superior customer interactions. What Makes a Call Center Service Effective?

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Totango

MAY 27, 2022

It lets your product do the talking, departing from a sales-led growth strategy that depends on a conventional sales pitch. SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. What Is Product-led Growth (PLG)?

SaaS 126

SaaS Customer retention Sales Marketing 126

Global Response

JULY 28, 2023

Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? For example, recent data shows that 92% of customers will switch companies after just three—or fewer—bad experiences.

Customer retention 62

Customer retention Contact Center outsourcing Customer centricity 62

ChurnZero

MARCH 14, 2025

And, on the flip side, what value does customer success bring to their sales counterparts as part of the broader go-to-market team? 1: Does customer success under the CRO put your customer advisor role at risk? This question has long been a major hesitation from customer success professionals about tying CS to revenue.

Upselling 52

Upselling Sales Customer retention Consulting 52

CSM Magazine

OCTOBER 24, 2024

Understanding Recurring Revenue Models Business operations have been reshaped by the recurring revenue management software models compared to one-off sales transactions due to their ability to establish a flow of income that brings predictability and stability.

Management 52

Management Revenue potential Analytics CRM 52

Totango

FEBRUARY 12, 2025

Why customer health is vital for enterprise growth Enterprise B2B organizations often face a daunting challenge how to maintain strong relationships when managing thousands of customers across multiple verticals, regions, and use cases. A robust customer health model offers a solution.

Enterprise 62

Enterprise Metrics Accountability Construction 62

ShepHyken

FEBRUARY 12, 2024

Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals?

Customer Service 178

Customer Service Self service Personalization Customer retention 178

Nicereply

OCTOBER 11, 2024

Your customers know exactly what they want from your business. If you don’t meet — and ideally exceed — their expectations, they may lose trust in your brand and look to your competitors for support instead. Satisfied customers are loyal. What is customer satisfaction? The good news?

Customer retention 52

Customer retention Surveys Feedback Education 52