Sales and support are not interchangeable, but they are complementary. No one is better positioned within a contact center than the agent to recognize a sales opportunity. But are support people trained to seize those moments? Too often, the answer is no; customer support, especially tech support, is seen as a linear operation: see the problem, fix the problem, and repeat the process multiple times each day. But what if that dynamic were reshaped, and the service team could seamlessly shift from problem resolution to revenue generation?