Join host Bruce Belfiore, CEO, and Susan Wolski – TXU Energy, as they discuss adding sales to your customer service culture. Transitioning a call center from a typical “customer service” environment to a “sales” environment can be challenging. However, in today’s competitive environment, it is critical to have everyone in the organization focused on up selling or cross selling products/services. This show will provide strategies for making this transition and ensuring that the call center is a revenue generator. These strategies allowed the TXU Energy call center to begin paying for their own operating expenses within three months, improved the morale of the employees and provided more opportunities for all center personnel.

Guest Host Bio: Sue is a Performance and Metric Manager with TXU Energy. She has a long history in call center (sales and service) performance driven success. In her current role Sue measures, monitors and provides direction to a team that drives sales and service execution through more than 700 agents. Sue has held positions as call center performance consultant and has worked for fortune 500 corporations as setting up new call centers as well as improving performance of current sites. Sue is well regarded in the industry as a person who can step in to a center and find and solve for performance gaps resulting in unprecedented performance. Sue recently presented and served as a panelist at the IQPC’s Call Center Performance, Productivity & Metrics conference. She delivered a presentation on “Strategies for Driving the Sales and Service Team to Some of their Highest Metrics.”

Air Date: Wednesday, June 12, 2013 - 8AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Susan Wolski, TXU Energy
Season: 4, Episode Number: 10


CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to

Topics: CallTalk Radio Show, Adding Sales to Your Customer Service Culture, CallTalk Season 4