June 30, 2010 - FPG
I recently had the opportunity to speak with Susan Hash at Contact Center Pipeline about adding sales to service-centric organizations. Below is an excerpt from the article published in the May 2010 issue of their journal. - Ziad Khoury
Companies are overlooking the most critical element in the service to sales transition.
The idea of cost-cutting and doing more with less is nothing new to contact centers. Even before the economy tanked, managers struggled with dwindling budgets and limited resources. But now, the severity of the recession has most organizations feeling squeezed dry – and they’re running out of things to cut back on.
As executives shift their sights from cost containment to revenue generation, many are looking to the contact center as the primary opportunity to drive profits through cross-selling, upselling and enhancing existing customer relationships. The fact is, most centers now have some sort of sales component in place – whether it’s add-on sales for special promotions or full-on solutions-based selling. But have their efforts to incorporate sales into a service-centric environment been successful?
Click here to read the full article
