Let ""Change Management"" Guide Your Center in the Evolution From Service to Sales
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Overview: The idea of transitioning from a 100 percent service-oriented customer service process to one that handles a mix of service and sales or of inbound and outbound calls is one that many companies are considering. They want to influence the service contact to increase revenue, to add value to the customer service center, and to make it more of a profit center and less of a cost center. One problem, however, is that many companies attempt to make this shift without thinking in detail about how it will affect their operations, their customer service employees, and customers.