In recent years contact center agents have been tasked with marketing or upselling new offerings during customer interactions. As that trend developed, these workers needed to possess a wider array of knowledge and have access to more-advanced tools to help improve the customer experience. Still, one-third of inbound contact centers have no processes in place at all to alert sales teams to customer needs, or protect customers’ interests by making them aware of products or services that may help them, according to Dimension Data’s (News - Alert) 2013-14 contact center benchmarking report.