How to Implement Cross-Selling and Upselling in Your Contact Center By encouraging your customer service representatives to cross-sell and upsell when appropriate, your contact center will better serve customers and boost revenue A publication by Playvox1 How to Implement Cross-Selling and Upselling in Your Contact Center The primary responsibility of a customer service representative (CSR) is to help customers. But many contact centers are expanding their duties to also recommend products and services, a practice known as cross-selling and upselling. Since CSRs are the front line to answering customers’ questions and solving their issues, there’s a golden opportunity to engage them in cross-sell/upsell conversations. Many contact centers are enthusiastic about implementing cross

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