Ops & Fulfillment: The latest techniques in multichannel upselling, warehouse advancements and returns processing

By Liz Kislik

The first thing you want to find out is if calling customers are online. Certainly you can find this out if they announce it, but even that knowledge will need to be filtered by a rep who is listening and making appropriate decisions. At some point, try asking customers if they’re online so you can guide them from there.