Editor’s Take: Yes, There’s Plenty Anew in Ops

‘What Web Page Are You Looking At? How About Now?’

Order takers now have to find out many things well beyond a print catalog’s source code. They need to know what Web page(s) customers are looking at, whether customers want a product that’s only offered online or in the print catalog, and whether customers are responding after receiving a print catalog. The list of questions call center reps need to ask these days can be endless, particularly if you’re looking to improve your upselling. For more on this, I encourage you to check out Liz’s article.