How to Bridge the “Service to Sales” Gap and Make Your Contact Center Profitable - McKinsey + Zenarate
In the contact center industry, the persona and role of a customer service agent varies greatly from those of a sales agent, yet many companies have goals of converting some customer service calls into sales opportunities. There are numerous challenges to successfully building a “Service to Sales” motion including understanding customer intent and concerns around AHT and CX KPIs. In this webinar, the McKinsey team is here to discuss some of the strategies and solutions leading organizations use to overcome these challenges and develop the skills customer service agents need to successfully identify and convert calls into upsell and cross sell opportunities.
In This Session You’ll Learn:
- The key challenges facing organizations trying to execute a “Service to Sales” strategy
- How leading organizations are solving this problem
- How building the right skills and getting agents the “at bats” needed to be confident in their ability to accomplish the goal
Zenarate AI CoachTM improves agent performance and call outcomes while reducing attrition and IT investment, addressing many of the optimization challenges facing contact centers today.
New Hire Speed to Proficiency Acceleration
Conversion Rate Lift
QA & Compliance Score Improvement
Employee Attrition Reduction
“With Zenarate AI CoachTM our agents are hitting the floor at much higher level of performance”
Matt Wheeler
Instructional Design Manager
Instructional Design Manager
Watch On Demand Webinar
