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Maximum cross-sell and up-sell performance
Contact centers are a main hub of customer interaction, and are often used as a sales channel. Companies take advantage of customer contacts to cross-sell and up-sell products and services. However, it can be difficult to evaluate your agents' sales effectiveness.
NICE Sales Effectiveness can help. Using interaction analytics technologies such as speech analytics, cross channel analytics, desktop analytics and text mining, it measures agents' sales attempt and success rates. With this data, you can identify sales best-practices, the root causes of customer objections to sales attempts, and agents struggling with poor sales skills. Then you can take informed action, updating sales scripts and training low-performing agents, to improve sales conversion rates and increase revenues.
Transform your contact center from a cost center to a profit center with NICE Sales Effectiveness.
Business Benefits:
By extracting valuable insights from customer interactions, NICE Sales Effectiveness can help your contact center:
- Improve the success of agents' up-sell and cross-sell attempts
- Increase sales conversion rate
- Maximize revenues and positively impact the bottom line
Capabilities:
How, exactly, does NICE Sales Effectiveness optimize contact center sales performance? It...
- Applies sophisticated interaction analytics to customer contacts
- Measures and reports individual and aggregate agent performance on: sales attempts, missed opportunities and successful sales
- Uncovers root causes of customer objections to offers
- Exposes skills gaps and training opportunities
- Identifies best-practices for cross-selling and up-selling
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