Contact Centers: Two Ways to Improve Sales and Customer Service

* Use on-screen prompts to provide real-time coaching and expertise to CSRs. While product information aids and popups aren’t new, the whitepaper’s authors note that the various uses for prompts these days is quite diverse. Their research reveals prompts that do the following:

* Identify cross-selling opportunities;
* Guide transitions from service to sales;
* Provide questions for fact-finding that create a sense of trust between customers and CSRs;
* Provide pricing tools;
* Coach new reps in the service and selling process; and