Benchmarking Contact Center Best Practices for Cross-Selling & Up-Selling

| Jason Lancaster

Taking advantage of cross-selling and up-selling can maximize company profits and significantly enhance the overall customer experience by adding value to customers during inbound interactions and limiting the number of outbound calls potential and existing customer receive. Here’s four steps for effectively incorporating cross-selling and up-selling into your contact center

5 Ways Contact Centers Can Use Web 2.0 Channels

| Lauren Ziskie

The voice of the customer has now amplified. This shift in consumer behavior does not signal the death of the contact center model, but an evolution in the way companies must address customer concerns. Here are 5 ways contact centers can connect with customers using Web 2.0 channels.

The Top 20 Contact Center Metrics for 2012

| Penny Reynolds

The three main stakeholder groups are pretty obvious. The most important group is, of course, is your customer base. The second group is the senior management team. And the third group is your contact center workforce. We

Ebags Brings Call Center to U.S.

| Jim Tierney

To better cater to customers looking for phone help, online handbags and accessories seller eBags has brought its call center to the U.S., Ebags, which had been using a services provider based in the Philippines, went with Peoria, IL-based Affina.