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	<title>Return on Behavior Magazine &#187; Goals</title>
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		<title>Prerequisites for cross and up-sales</title>
		<link>http://returnonbehavior.com/2010/01/prerequisites-for-cross-and-up-sales/</link>
		<comments>http://returnonbehavior.com/2010/01/prerequisites-for-cross-and-up-sales/#comments</comments>
		<pubDate>Tue, 19 Jan 2010 19:12:41 +0000</pubDate>
		<dc:creator>Fredrik Abildtrup</dc:creator>
				<category><![CDATA[Operations]]></category>
		<category><![CDATA[Act]]></category>
		<category><![CDATA[Business Strategies]]></category>
		<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[Customer Advocates]]></category>
		<category><![CDATA[Customer Base]]></category>
		<category><![CDATA[Exact Moment]]></category>
		<category><![CDATA[Experiences]]></category>
		<category><![CDATA[Goals]]></category>
		<category><![CDATA[Loyalty]]></category>
		<category><![CDATA[Poor Customer Service]]></category>
		<category><![CDATA[Prerequisites]]></category>
		<category><![CDATA[Relationship]]></category>
		<category><![CDATA[Satisfaction]]></category>
		<category><![CDATA[Self Service]]></category>
		<category><![CDATA[Surveys]]></category>

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		<description><![CDATA[In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. But unfortunately most of the time these important employees have become controlled by handling and hold times, rather than building the important relationship between customer and company. In many companies the [...]]]></description>
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