CSM Magazine

MARCH 24, 2025

Almost every industry is looking to switch to LMS compliance training. Now, one may ask, what exactly is compliance training? It is defined in simple terms as a form of employee training mandated by a set of regulations and guidelines. Suppose youre using an LMS to train the employees in your company.

Upselling 52

Upselling Education Feedback Management 52

ShepHyken

APRIL 7, 2021

That gives a smart salesperson the opportunity to confirm the customer is making a good decision, ethically upsell or cross-sell, and most importantly, build the relationship for the next time the customer needs whatever the company sells. Often, that works out well for everyone. The smarter customer can save the salesperson time and effort.

Upselling 363

Upselling Customer Service Sales Customer Experience 363

Playvox

MAY 26, 2021

Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? As more contact centers explore implementing cross-selling and upselling, they’re finding very little information on how to do it successfully. What do they value? What will help them achieve their goals?”.

Upselling 92

Upselling Education Contact Center Coaching 92

ChurnZero

NOVEMBER 23, 2022

This is a guest article by Stephanie Neale , CEO, Blind Zebra , a sales and client success training company for B2B pros. To avoid hounding your customers for renewals and upsells during the holiday season, try using Blind Zebra’s Q4 deal accelerator. Step 2: Rate your open renewal and upsell opportunities for timing.

Upselling 98

Upselling B2B Sales Management 98

ShepHyken

SEPTEMBER 25, 2020

Knowing a customer’s purchase history can help you create a personalized experience that ultimately leads to authentic upsell opportunities. Think about how to hire or train for sales, give agents insights into your customer preferences, make checkout easy and play to your agents’ strengths.

Contact Center 292

Contact Center Upselling Personalization Sales 292

ShepHyken

JUNE 13, 2016

When Upselling Makes for a Bad Customer Service Experience by Conversational. My Comment: Don’t you just hate when you call for support and the customer service rep tries to upsell you to spending more with them? Yes, there are companies that abuse the privilege to upsell, and this article shares three of them.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

Cincom

FEBRUARY 21, 2025

However, the true power of CPQ lies in proper training. A well-trained sales team can navigate the system effortlessly, configure products accurately, and apply pricing rules without errors. Without the right training, inefficiencies and mistakes can slow down the sales cycle, leading to lost opportunities.

Sales 40

Sales Gamification Finance Best practices 40

ShepHyken

NOVEMBER 24, 2020

Customer service training is your most valuable asset. Video can also be used to cross-sell or upsell in the right scenarios. They discuss strategies for leveraging video into your customer service experience. It is always worth investing in. More often than not, customers leave companies due to a lack of transparency or authenticity.

Upselling 48

Upselling Sales Marketing Customer Service 48

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. He counters the belief that a company extracts more value when a trained salesperson owns the relationship: “This is very Art of War, and that’s coming from a Sales leader. But Mike believes they’re intertwined.

Upselling 98

Upselling SaaS Sales Accountability 98

Myra Golden Media

APRIL 23, 2020

And if you have a LinkedIn Learning subscription, this training is already paid for, and your team can get soft skills training right now. If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Building Rapport with Customers.

Customer Service 303

Customer Service Upselling Personalization Customer Support 303

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

DECEMBER 9, 2022

Second, make sure that your customer service reps are properly trained to resolve issues quickly and efficiently. Increased cross-selling and upselling opportunities . First, make sure that your contact center is easily accessible and that customers can reach a live person when they need assistance. What are brand expectations? .

Sales 315

Sales CRM Contact Center Customer retention 315

ShepHyken

JANUARY 10, 2022

Customer Service Is the New Upsell by David Wagoner. Second, it’s good customer service to appropriately upsell or cross-sell existing customers. For years I’ve preached that not upselling when it’s right for the customer, is bad customer service. First is the compelling stats and facts around the benefit of repeat business.

Customer Service 201

Customer Service Upselling Sales Customer retention 201

ShepHyken

JULY 26, 2021

More than just saying, “Thank you,” you can share more product information, get the customer to subscribe to your blog, upsell and cross-sell, ask for reviews, and more. Go to The Customer Focus to learn more about our customer service training programs. Lessons from the pandemic can improve your customers’ experiences by Joyce Kim.

Customer Service 272

Customer Service Customer retention Contact Center Upselling 272

Integrity Solutions

NOVEMBER 29, 2022

While investing in sales training can produce a range of benefits, all of us in sales know it all boils down to the bottom line. Here are the sales training metrics you should be using to measure your success. How to Determine Sales Training Metrics. How to Determine Sales Training Metrics.

Metrics 86

Metrics Sales Coaching Accountability 86

Beyond Philosophy

MAY 7, 2020

Moreover, they want to upsell you, which is more likely to occur when you like them. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. However, having a stronger relationship with the cable company could benefit them.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

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

24-7 InTouch

JUNE 20, 2024

Upselling can boost revenue and enhance the shopping experience, making it a vital strategy for sustained success. Our strategic training program helped a major sports retailer achieve outstanding results in both revenue growth and customer service excellence.

Upselling 52

Upselling Average Handle Time Metrics Sales 52

Outsource Consultants

FEBRUARY 25, 2025

Master the Art of Upselling and Cross-selling Upselling and cross-selling are powerful techniques that can boost your ecommerce sales significantly. Train your call center agents to identify opportunities for upselling and cross-selling during customer interactions. How can a call center increase my e-commerce sales?

Call Center 67

Call Center Sales outsourcing Technical Support 67

Myra Golden Media

MARCH 15, 2018

Inform the customer, or …upsell. This video is from my Telephone Skills Training class, which is part of my online soft skills training suite. . The thing with making small talk, though, is to be able to quickly shut it down, when you’re ready to move forward. And then, go on to any next steps. Was This Helpful?

Customer Service 179

Customer Service Upselling Wait times Accountability 179

ShepHyken

OCTOBER 2, 2023

It can be beneficial as it allows companies to provide 24/7 support and access to properly trained professionals, even if they are not direct employees of the company. Customer service should not be viewed solely as a cost center but as an opportunity to enhance customer experience, generate revenue, and improve customer retention.

Customer Support 216

Customer Support outsourcing Upselling Customer retention 216

ShepHyken

SEPTEMBER 20, 2019

If they see a customer is having problems with chat conversations, they can provide training on their next call around configuring the chat technology to ensure its meeting their needs. Because of this ongoing dialogue, it’s important they know what issues a customer is having so they can be prepared for their next “check-in” call.

B2B 283

B2B Customer Support CRM B2C 283

Calabrio

FEBRUARY 14, 2025

Failing to strike the right balance in either direction can lead to common pitfalls: Overemphasis on cost cutting: Leading to attrition, understaffing, poor training, and increased customer frustration. These solutions also track agent performance, allowing managers to fine-tune processes and identify training opportunities.

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

ChurnZero

JANUARY 31, 2025

But it doesnt know that this is a healthy customer whom you intend to upsell next quarter. When you centralize your AI, you can get a clear answer from a single platform vendor about how they do itfor example, ChurnZero requires that our AI vendors do not use customer data to train their models.

Upselling 97

Upselling Engineering Enterprise Marketing 97

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

Callminer

FEBRUARY 23, 2021

Adapting to a shifting market means making changes to agent engagement processes , team cooperation, agent training and more, while maintaining a positive customer experience. Also, agents with insight into how customers have interacted with sales teams have increased upsell and cross-selling opportunities.”

Call Center 376

Call Center Technology Banking Contact Center 376

TMP Direct

JANUARY 5, 2025

Analytics help businesses optimize their workforce by identifying skill gaps and training needs. Sentiment analysis enables businesses to train agents to handle complex or emotional situations more effectively. While technology plays a vital role, human agents remain essential to delivering high-quality service.

Analytics 52

Analytics Customer Experience Chatbots Upselling 52

CCNG

JULY 3, 2024

By entrusting customer service operations to an outsourced provider, you bypass the need for extensive personnel management and associated costs (infrastructure set-up, maintenance, technology upgrades, and hiring & training agents).

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

TechSee

MAY 24, 2021

Alternatively, Visual Assistance powered by Computer Vision AI offers customers instant access to a trained AI system without holding in a phone queue or waiting for a service visit. Take technician training to a new level. These visual sessions can be recorded and made available on the company’s training portal to help others. .

Upselling 124

Upselling Self service Wireless Contact Center 124

TeleDirect

DECEMBER 24, 2024

Train Teams for Omnichannel Proficiency: Ensure agents are skilled at managing interactions across diverse platforms. Revenue Growth: Improved customer experiences translate to higher sales, upselling opportunities, and reduced churn. Demand for Convenience: Customers value the ability to switch between channels without losing context.

Customer Service 62

Customer Service Analytics Airlines CRM 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

ShepHyken

AUGUST 22, 2023

Know the Customer’s Buying History – With the right software, you can track what the customer bought, how often and more. Make Appropriate Recommendations – Knowing your customer’s buying history can give you insights into upsell and cross-sell opportunities. This isn’t a traditional sales pitch. Connect with Shep on LinkedIn.

Personalization 156

Personalization Upselling Sales Customer Service 156

TeleDirect

MARCH 15, 2025

Higher First-Call Resolution (FCR): Well-trained agents resolve issues on the first call, reducing repeat contacts. Conducting upselling and cross-selling campaigns to increase revenue. Advantages of Inbound Call Centers Better Customer Experience : Instant access to support improves customer satisfaction and loyalty.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

ShepHyken

NOVEMBER 20, 2017

Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. For information on The Customer Focus customer service training programs go to www.thecustomerfocus.com. With the right data, you can create an experience that sets you apart from your competition with a better CX.

Customer Service 96

Customer Service Personalization Upselling Self service 96

TechSee

SEPTEMBER 26, 2024

Lower Staffing Requirements/Faster Training : By automating many customer interactions, businesses can maintain leaner support teams while still delivering exceptional service, leading to savings on salary, benefits, and training costs. Similarly, Agentic AI can be a powerful agent assistant, facilitating faster onboarding.

Average Handle Time 124

Average Handle Time Upselling Enterprise Technical Support 124

TeleDirect

FEBRUARY 7, 2025

Sales and Upselling Calls Identify customer needs through active listening. Q2: How can call centers train agents to become better listeners? A: Regular training sessions, role-playing exercises, call monitoring, and feedback mechanisms help agents develop active listening skills.

Call Center 62

Call Center Customer Service Agent burnout First call resolution 62

ChurnZero

NOVEMBER 26, 2024

A description of the initial training and onboarding process. Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads. Conduct training and workshops for clients. Be specific and avoid vague statements.

SaaS 52

SaaS Upselling Enterprise industry standards 52