Cross-Selling and Upselling in the Contact Center Industry: Successes, Challenges, and Best Practices A publication by PlayvoxContent Research Definitions Cross-Selling and Upselling are Big Opportunities for Contact Centers Key Findings Using CSRs to Cross-Sell/Upsell is New for Many Contact Centers Most Anticipate Cross-Sell/Upsell Revenue will Increase in 2021 Overcoming CSR Reluctance to Cross-Sell/Upsell is a Big Challenge Training is a Top Priority and Challenge Monetary Rewards are the Most Motivating Successes, Goals, & Challenges Motivating CSRs for High Performance Assessing Quality in Cross-Sell and Upsell Interactions Training CSRs to Successfully Cross-sell and Upsell Best Practices Methodology & Demographics 3 4 5 5 5 5 5 5 6 11 13 17 20 22Research Definitions Cross-sellin

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