9 Upselling and Cross-selling strategies for every business

Every firm aims to improve the sales of their products/services by applying cross-selling and upselling techniques.

Let’s first understand what exactly is meant by upselling and cross-selling.

Cross-selling is generally defined as selling an extra item to the customer along with the main product that customer is already buying. On the other hand, upselling refers to influencing the customers to purchase an item which is of higher value than the original product that customer was planning to purchase. Often, these terms are used interchangeably but they have distinct meaning.

If done strategically, these can improve the sales of the business and can help in achieving the targets more quickly. Continue reading

A Guide to Routing as a Part of the Contact Center Solutions

Contact Center SolutionsA contact center is an area where the phone never stops ringing and the pings keep on coming endlessly. Have you ever thought how taxing a situation that can be? The agents have to often sit in a single place for hours answering the queries of their customers. There is no scope for relaxation. Even when they are done with one caller, there are several others waiting in the queue for their turn. Queues are not a privileged option for any customer support services. If they make people wait in queues it is only by compulsion. The thing is no process owner is sure how much staff is needed for a typical customer support process. There are days when there are hundreds of calls while on others there are thousands. So, the process owners are under the dilemma. This dilemma causes the queues. There is always insufficient staff for the processes no matter how well calculated the allotments might have been. This is where queuing and routing are such important functions for contact centers. Continue reading