Today’s call centers have morphed into contact centers, offering their clients multiple means of communication. Whether phone, email, internet self-service and now even Web 2.0 technologies such as blogs, and forums – the industry has continued to evolve to meet the demands of a more technologically-savvy generation.
When it comes to call center profitability, offering upsell and cross-sell features to clients is of increasing importance. Live chat has become a convenient and preferred service for a significant number of consumers. This fast, efficient communication channel gives customers immediate access to vendors for service inquiries and assistance. It has also been a key element of the upsell/cross-sell initiative.