Training Phone Reps to Upsell

| Liz Kislik

Many call center reps see themselves as order-takers or processors or helpers, not as salespeople, and they can be fearful–and in some cases, downright negative–about selling. So the approach of teaching reps to

Increasing AOV on the phone

| Liz Kislik

What’s the AOV this week? How’s the AOV trending? When marketers start talking about average order value, I can’t help thinking of Garrison Keillor’s

Surveying Call Center Success

| Penny Reynolds

The long-term success of any organization, and particularly a service organization such as a call center, depends upon continuous improvement. Most call centers have numerous measures of individual, team, and overall call center performance.

Putting a Cap on Calls Resolution

| Timothy J. Holody

You know why you should strive for first-call resolution, and if you read our last article (http://multichannelmerchant.com/opsandfulfillment/advisor/first_call_0129/index.html), you know how to do it. This week we

THE NEW SCHOOL

| Debra Ellis

Thinking of buying a new CRM system? Save your money until your employees know what they’re talking about. Technology alone won’t help you provide customers