For existing customers who don’t visit your company and prospective customers who need products and services but don’t know whom to call, the contact center is a crucial sales channel. Your contact center agents have tremendous power, perhaps more than any other employee, when it comes to strengthening sales relationships with customers your organization may never see face-to-face.
There’s no doubt that customer loyalty and the opportunity for cross-sales it creates is a hot commodity. By delivering superior service while exploring and acting on sales opportunities, your agents can greatly enhance your company’s competitive positioning with increased customer retention.
Providing outstanding service while pursuing sales simultaneously may sound daunting, but it really shouldn’t. Needs-focused selling—with its use of open-ended questions, active listening, and comprehensive solutions—is actually a form of superior customer service.
Contact center agents who speak intelligently and confidently with customers about their needs and then offer solutions add value to every call. In fact, if your agents aren’t selling to customers, they’re not really providing superior customer service.
Here are a few key steps you can take to get your contact center on the path to sales and service excellence:
Exploring sales within the service calls they manage is one area where agents can truly shine and increase the value your center brings to the entire organization. Leveraging this lucrative opportunity requires commitment and passion from the contact center management team. Take advantage of it by developing your team’s ability to make the most of every customer contact.
About Omega Performance:
Omega Performance improves business by empowering people with the knowledge, skills, and behavior to achieve outstanding results.
Since our founding in 1976, Omega Performance has enabled more than 2 million people in over 2,500 organizations around the globe make immediate and lasting changes in how they perform.
Published: Wednesday, May 30, 2007
2.) | Pointel CCaaSSync – Contact Center Disaster Recovery Solution CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure. Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha... (read more) |
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