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Contact Centers

Trends

Once a necessary evil to support and maintain existing customers, leading-edge companies are realizing that their contact centers can also produce revenue through the simple idea that customers calling the contact center are in effect high priority sales leads. In the process of serving the need that prompted the customer to call the contact center, the astute representative has the opportunity to suggest further products, services or upgrades that might even more effectively help the customer. With this goal in mind, many world-class organizations shifting their hiring, training, and organizational structure to support multifunctional contact center representatives who have both service and sales responsibilities, creating a culture where sales is a value-added proposition for customer service.

Our Role in Developing Superior Customer and Business Value through Contact Centers

Best Practices, LLC’s Research & Consulting service is geared to support organizations seeking to identify and achieve optimal performance. Our quantitative research highlights organizational goals, while our qualitative research enables executives to develop a road map to achieve these performance targets. We address all areas of contact center management, including:

  • Technology
  • Process Design and Management
  • Planning
  • Leadership and Communication
  • Corporate Profiles
  • Call Center Process Design
  • Call Center Human Resources

For more information, please contact:

Cameron Tew
Executive Director, Publishing, Marketing and Database/Research and Advisory Services Head
(919) 403-0251 ext. 246
Email Click Here

Past Initiatives

Best Practices, LLC has developed an integrated set of tools and techniques including proprietary databases, surveys, lessons-learned interviews, site visits, multi-industry assessments, insightful decision-support tools, and unparalleled access to high-level contacts at industry-leading organizations across the globe. The results are best practice research, analysis, competitiveness reviews and insights that enable organizations to evaluate their total productivity and improve growth, cost position, process design, and overall operating effectiveness.

Over the years, Best Practices, LLC has developed expertise across a broad spectrum of contact center topics. Specific research areas include:

  • Contact Center Excellence: Developing and Maintaining a World-Class Contact Center
  • Managing the Service-to-Sales Cultural Transformation
  • Transforming Contact Centers into High-Performing Sales Channels: Building Service that Sustains Sales
  • Customer Service Call Center Survey and Profiles
  • Call Centers: Executive Insights for Excellence
  • Managing World-Class Call Centers: Site Visit Findings
  • Best Practices in E-Service
  • Achieving World-Class Customer Service: An Integrated Approach
  • Improving Customer Satisfaction and Retention through Differentiated Service Levels

Featured Research

Contact Center Excellence: Developing & Maintaining a World-Class Contact Center

A must-have for all contact center executives, this series is critical for driving call center success. Through extensive interviews, benchmark surveys and multiple site visits, this series highlights the tactics used by some of the world's top companies to develop and implement efficient and high-quality call centers as well as transition existing customer service centers into high-sales performers.

You can benefit from the collective wisdom and adopt ready-to-implement practices of more than 50 companies that participated in these Best Practices, LLC research initiatives, including: American Express, AT&T, Bank of America, Bell South, British Airways, Carlson Leisure, Citigroup, Citizens Bank of Canada, Dell Computer, Eastman Kodak, EDS, Federal Express, General Electric, IBM and Saturn.


Managing Service-to-Sales Cultural Transformation

Across all industries, businesses are increasingly being forced to maximize return on their assets; this phenomenon is no more visible than in customer service call centers. These operations, originally designed as service channels, are increasingly under pressure to transform into both service and revenue channels. Managing Service-to-Sales Cultural Transformation will help you train, organize and deploy your service representatives for sales excellence.

This Best Practices®, LLC report offers a unique opportunity to see how top companies such as Sprint, Intuit, G.E. Consumer Finance, Wells Fargo and Carlson Leisure have changed their call center representatives from being solely focused on customer service by providing tools and skills that enable service representatives to cross-sell and up-sell.


Transforming Contact Centers into High-Performing Sales Channels: Building Service that Sustains Sales

Economic, competitive and regulatory pressures have companies investigating new measures that will protect and expand customer relationships and cost-efficiently expand sales efforts. Transforming Contact Centers into High-Performing Sales Channels: Building Service that Sustains Sales will help you develop your contact center service representatives for sales excellence.

This Best Practices®, LLC report offers a unique opportunity to see how top companies such as Bank of America, Citigroup, Dell Computer, IBM, Lands’ End and Medtronic drive sales, increase customer loyalty and expand customer relationships by enabling service representatives to cross-sell and up-sell.

Contact Us
For more information, please contact:

Cameron Tew
Executive Director, Publishing, Marketing and Database/Research and Advisory Services Head
(919) 403-0251 ext. 246
Email Click Here

Download our Contact Centers Research Sample

Contact Centers

Download our Contact Center Research Sample


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