Using Customer Analytics To Improve Cross-Selling And Upselling

摘要

Organizations have realized that growing a business and winning sales in a fiercely competitive environment requires proactive programs to drive revenue. With the contact center serving as a strategic focal point and hub for thousands of customer interactions that can be converted into sales, its role is undergoing a revolution. Through successful cross-selling and upselling, the contact center is helping to drive revenue. The result is that the traditional view of the contact center as a cost center is increasingly being replaced with the realization that it is a profit center — with the contact center becoming a core strategic operation that can contribute to enterprise goals for profitability and the bottom line.