Transitioning your customer contact center from service to sales? Deal with attitude first

By Bob Davis “I am not going to do it, and they can’t make me do it!” This may sound like a five-year-old whining about eating the spinach on her plate. In fact it came from an adult customer service agent when she heard that her organization was moving from customer service to sales. Hers is not the only customer contact center moving from service to sales. Research indicates that 70...

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