Bridging Customer Services And Sales Through Quality, Engaging Conversation

By Bob Davis We were three weeks into a service-to-sales project in a large customer contact center when I overheard the following comment from an agent passing the training room on her way to the break room. “I wasn’t hire to sell. I don’t care what they say,” the agent said. “I am not going to do it!” This is not an uncommon reaction to change. My company, Robert C. Davis and...

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