Common Sense Virtual Roundtable:

How to turn your contact center into a revenue generation center

September 29th, Successfully held

Presented by

Here’s what we discussed:

Your contact center plays a pivotal role in delivering great experiences that keep your customers coming back to you time and again. How can we convert the experience into more revenue for the company? We often hear about front line agent empowerment. We discussed how to do it and how tech can help.

Moderated by

Andy Knosp

Head of Solutions Consulting at Gladly

Here is what we learned:

Your contact center plays a pivotal role in delivering great experiences that keep your customers coming back to you time and again. How can we convert the experience into more revenue for the company? We often hear about front line agent empowerment.

Panelists discussed how to do it and how tech can help.

Here are some of the key talking points made during the virtual roundtable, which was presented by Gladly.

Change the role of the CSR:

Customer service representatives should be more than problem solvers, they should be solutions providers. Train and coach your current CSRs to listen for natural sales opportunities and give them incentives for sales goals.

Get the customer to talk, and the CSR to listen:

Coach your CSRs to listen for certain trigger words that may open a sales opportunity. But first, solve the problem for the customer. While waiting for and gathering information, your CSR can ask open-ended questions that can spark an upsell moment.

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About Gladly

Gladly is a Radically Personal Customer Service Platform. Unlike legacy customer service platforms that are case centric, only Gladly is designed with people at the center and uniquely enables a single lifelong customer conversation from voice to modern messaging. Gladly powers some of the most innovative consumer companies like JetBlue, JOANN, and TUMI to deliver exceptional customer experiences and makes customer service a competitive advantage.

Who attended:

Participation in the Virtual Roundtable is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.

If you don’t qualify, we’ll suggest other learning events that may be a better fit for you.

Here’s what attendees at past events have said:

I think it’s really a must-attend event for CX professionals. I’ve gone to other events in the past and this surpasses all of them.

Kimberly Carpenter

Director, Large Business Customer Experience, NRG Energy

A lot of other conferences I’ve gone to are driven off a podium, someone presenting me a solution before they understand my problem. Here I have an opportunity to talk to my peers and learn from them.

Ryan Smith

Sr. Director Care Strategy & CX, GoDaddy

I’m not part of some enormous crowd out there. I’m getting lot of interaction, hearing from people, their own personal stories. Individual examples of how people are leveraging their CX skills in their industry, in their business, in the work that they do everyday.

Nicholas Zeisler

Principal, Zeisler Consulting

Very intimate, Very one-on-one! You are able to really get a lot of candid responses, so we’re getting a ton of value from that and a lot of valuable insights.