Unlocking growth: The role of generative AI in enabling service-to-sales transformation in contact centers

As the landscape of customer service continues to evolve, CX leaders are increasingly faced with the dual challenge of meeting customer expectations while driving business growth. In fact, 54% of companies have added sales quotas for their service agents. Traditional methods that focused solely on issue resolution are no longer sufficient. Instead, there is a growing need for contact centers to adopt a service-to-sales strategy that can cultivate customer loyalty and leverage opportunities for revenue generation. Fortunately, AI already is showing significant promise in helping service representatives master the art of sales.Metrigy CEO Robin Gareiss and James Russell, Customer Strategy Director at Cresta, will delve into the pivotal role generative AI plays in driving the service-to-sales transformation within contact centers. Join them as they uncover the key market trends shaping this dynamic and the strategies needed to stay ahead. In this webinar, you’ll learn:

• How to assess your contact center’s readiness for this transformation, including how to evaluate agent skill sets, make the most of your data, and align business objectives
• Valuable insights into the current state of the market and emerging trends in service-to-sales transformation
• Practical and actionable strategies for implementing service-to-sales initiatives in your contact center
• What level of revenue growth companies already have documented through the use of AI