So many contact centers, rightfully so, are trying to make their center more than just a customer Panasonic service center center but a profit center. Put on pounds . nothing wrong with cross-selling your customer care calls providing as every one of us understand it is an add-on. Some mistakes I see here happens A) your cross-sell effort does not match your call type (I have seen crazy things that have aimed to be sold just for only a quick buck) and B) and above all your selling effort gets control as most important reason for your call. When this happens not really are take a look at getting a buying deal but might want to be losing a customer. You have to confident you handle the customer's issues first