An upsell is a sales technique where a customer is offered an upgrade or a more expensive item to increase the value of their purchase. In a contact center context, agents use upselling to suggest higher-tier products, additional features, or premium services that may better meet the customer's needs or enhance their satisfaction. This approach not only aims to improve customer experience by offering products or services that more closely match customer preferences but also increases the business's average transaction value and revenue. Effective upselling requires understanding the customer's needs, clear communication of the benefits of the higher-value offering, and sensitivity to the customer's responses and preferences.

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