Telecommunications; Financial Services; Banking; Service; Computer Hardware; Computers; Chemical; Consumer Products; High Tech; Manufacturing; Retail; Medical Device; Electronics
Aliant Telecom; American Express; AT&T; Bank of America; Bank One; Bell South; BT Group; Carlson Leisure; Citigroup; Dell Computer; Dow Chemical; Eastman Kodak; EDS; IBM; Lands' End; Medtronic; NCR; Royal Bank of Canada; Sprint; Texas Instruments; Travelocity; Wachovia; Wells Fargo
“Best Practices®, LLC’s research on the service-to-sales revolution is insightful and powerful. Carlson Leisure Travel Services was extremely pleased to have participated in this ground-breaking benchmarking study. We intend to use your Best Practices Benchmarking® Report as a tool to further improve our capabilities for our clients and their customers, while bolstering our own profitability at the same time.” -- Eric Burdon, Executive Vice President of Carlson Leisure Travel Services
Companies face a tremendous challenge when they seek to transform service-oriented contact centers into high-performance sales channels. Such transformation requires leaders to overhaul traditional practices for recruiting, screening, training, compensating and managing contact center agents and supervisors. Best Practices, LLC conducted an in-depth study of best-in-class contact centers that drive revenue growth to reveal insights that will help companies prepare contact center organizations to cross-sell and up-sell.
Transforming Contact Centers into High-Performing Sales Channels: Building Service that Sustains Sales will help you compare your contact center’s service and sales readiness against top companies in the financial services, travel, credit card, telecommunications, manufacturing, computer, chemical, printing and other industries. This report contains key insights and best practices gathered through a detailed benchmark survey of 57 companies as well as in-depth interviews with select contact center executives.
This report will help you identify how to:
- Maintain high quality service during sales transition
- Recruit, cultivate and retain sales talent
- Structure winning employee incentive plans
- Drive revenues by effectively structuring contact centers for cross-selling and up-selling
- Create winning sales and service processes
- Manage employee performance to support sales excellence