Daniel Pryfogle

<h2>Value Proposition</h2>
XSELL melds the best of technology with human authenticity and knows how to learn and replicate the behaviors of the best agents, amplify them at scale to every agent, and drive game-changing outcomes.
<h2>Case Study</h2>
Prior to engaging XSELL, the client operated in a highly mature, competitive sales landscape and had been selling via chat for nearly 15 years. Results had recently plateaued, and the client was looking for a solution to drive growth. By deploying XSELL at scale across 2,000 employees, the company increased contribution margin by $130M, improved speed to proficiency by 20x, achieved a 17% conversion lift, and reduced agent attrition by 40%.
<h2>Questions to Determine Fit</h2>
<ol>
<li>Is there a significant performance gap between your top- and bottom-performing agents?</li>
<li>Are your agents handling sales or service-to-sales conversations?</li>
<li>Are you focused on increasing sales conversion rate and average order value?</li>
<li>Are you focused on improving CSAT or NPS?</li>
<li>Does it take an extended period of time to bring your agents to a proficient level?</li>
</ol>
&nbsp;

Agent Performance

<h2>Resources</h2>
<ul>
<li><a title="XSELL-Overview-2.pdf" href="../../api/images/XSELL-Overview-2.pdf" target="_blank" rel="noopener">XSELL Overview</a></li>
<li><a title="XSELL-Overview-eCommerce.pdf" href="../../api/images/XSELL-Overview-eCommerce.pdf" target="_blank" rel="noopener">XSELL Overview: eCommerce</a></li>
<li><a title="XSELL-One.pdf" href="../../api/images/XSELL-One.pdf" target="_blank" rel="noopener">XSELL One</a></li>
<li><a title="Xsell-SalesSheet-033022-V3_HC_MA_Results.pdf" href="../../api/images/Xsell-SalesSheet-033022-V3_HC_MA_Results.pdf" target="_blank" rel="noopener">XSELL Sales Sheet</a></li>
<li><a title="XSELL-Case-Study-Global-Wireless-Company-2.pdf" href="../../api/images/XSELL-Case-Study-Global-Wireless-Company-2.pdf" target="_blank" rel="noopener">Case Study: Global Wireless Company</a></li>
<li><a title="XSELL-Case-Study-Life-Insurance-Company.pdf" href="../../api/images/XSELL-Case-Study-Life-Insurance-Company.pdf" target="_blank" rel="noopener">Case Study: Life Insurance Company</a></li>
<li><a title="XSELL-Case-Study-Medicare-Coverage.pdf" href="../../api/images/XSELL-Case-Study-Medicare-Coverage.pdf" target="_blank" rel="noopener">Case Study: Medicare Coverage</a></li>
</ul>
<h2>Supplier Contacts</h2>
<a href="https://www.xselltechnologies.com/">Website</a>
Greg Fuller VP, Strategic Partnerships <a href="mailto:greg.fuller@xselltechnologies.com">greg.fuller@xselltechnologies.com</a> 817.507.7692
Erik Zecevich VP, Sales <a href="mailto:erik.zecevich@xselltechnologies.com">erik.zecevich@xselltechnologies.com</a> 404.734.4613

Partner Information

Trail Guide: XSELL

What to do with all this data? It&rsquo;s not a new question. &ldquo;Where is the wisdom we have lost in knowledge? Where is the knowledge we have lost in information?&rdquo; the poet T.S. Eliot asked nearly 90 years ago. But now there are solutions to bring data out of darkness, turn it into insights, and turn insights into action. SuccessKPI is one powerful solution. The AI-driven platform gathers all customer emails, chats, text messages, and voice conversations into one environment, extracts patterns and sentiment, then delivers coaching to agents in real-time. &ldquo;It was as if someone turned the data lights on,&rdquo; says one user. Andrew Pryfogle, founder and CEO of CX Effect, talks with Dave Rennyson, CEO of SuccessKPI, in this webinar recorded on August 29, 2023.

Your customer data is of little use when it’s in the dark. Turn on the lights with an AI-powered solution.

Dispatching Data From Darkness

"This call may be recorded for training purposes"
Recorded, yes. Used for training? Not likely. Used in the moment? Not at all. But XSELL promises to change that.
XSELL is an AI-powered real-time coaching solution that turns the data of customer conversations into improved agent performance.
But harnessing your data is less than straightforward. Too much data can paralyze decision-making rather than expedite it. And the wrong data can perpetuate lackluster performance. When a metric becomes the measure, for instance, it ceases to be good as either.
What you need are meaningful insights rather than voluminous data sets. And to think critically about the difference between causation and correlation.
Enter XSELL. Here&rsquo;s a great example of the solution:
For a certain sales organization, an analysis of conversation content and outcomes showed that conversations where agents apologized for the barking of their pet dog had conversion rates higher than baseline. To unpack the context; this was at the early side of Pandemic Lockdowns. Work from home was having a disruptive impact. The audience being sold to were mostly older Americans.
We can stipulate it was not the dog-talk qua dog-talk that was the causal factor. Dog-talk was associated with a sort of self-deprecating demeanor that was. effectively breaking the ice. It also provided a small amount of space for the type of chit-chat these older gentlemen and ladies were suddenly lacking. The causal factor was the empathetic and disarming nature of the conversations. Dog-talk was merely a powerful signifier of those underlying traits. And potentially an effective technique for others to incorporate those features into their conversations.
Two takeaways. This was a conversational technique that was easy to replicate. But a pattern which is difficult to spot without the aid of an AI running a substantial number of regressions against success rates.
It might seem an obvious insight: cute dogs help sell to isolated dog lovers. But it is easy to imagine more subtle situations. These are cases where it is important to have a partner like XSELL. Who can help you decide whether behavior ought to be trained - as a technique to achieve a given outcome. Or measured as a KPI - as evidence of an outcome being achieved. XSELL will keep you honest about which things should be metrics. What techniques should be taught? And how effectively you are tracking towards greater and greater success.
XSELL and other solutions drive three core outcomes.
First, they discriminate what is conversationally effective. Then disseminate that knowledge to your agents, in real-time, as course corrections or suggestions to steer a particular conversation. All based on how your most effective agents handle similar situations. This shrinks the performance gap between your best and worst performers, driving a higher overall quality baseline and more consistent experiences for your customers.
Second, those insights directly inform your training cycles. Agents will reach proficiency more quickly and will have safety nets protecting them while they are still fresh.
Finally, these solutions keep your operations gurus honest. With the insights provided by XSELL it is easy to keep track of which KPIs are driving the results you wish and which ones have faded in relevance. More importantly, XSELL will help your people sort through the noise and discover the ideas, techniques, and practices which have yet to transform the conversations you are having.
Ryan Muldoon is the Solutions Architect of CX Effect.

XSELL turns the data of customer conversations into improved agent performance.

This Call May Be Recorded for Training Purposes

Most results in a contact center are driven by a small number of team members while managers spend most of their time on low-performing staff who are highly transient. But what if the focus was on identifying and scaling great performance? That's what XSELL does. In this webinar recorded March 23, 2023, CX Effect Founder and CEO Andrew Pryfogle talks with XSELL Founder and CEO Matt Coughlin about the platform that makes every agent your best agent.

Want to unlock performance in your contact center? Identify and scale success with XSELL.

Every Agent Your Best Agent

CX Effect Founder and CEO Andrew Pryfogle interviews Todd Smith, channel executive and president of sales for Heyday Now, which improves contact center morale and productivity by gamifying agent performance.

Heyday Now improves contact center morale and productivity by gamifying agent performance.

Key Verticals

Company Size

Value Proposition

Case Study

Questions to Determine Fit