Transforming customer experiences

The NICE inContact Blog

Read more blogs by Jill Head

6 blogs
customer engagement

A Customer Engagement Hub in Less than Three Weeks

Three weeks to a future-proof customer engagement hub? It happened for Aetna Medicare Transition Services — and it can happen for your organization too. Discover how in our webinar, A Customer Engagement Hub in Less than Three Weeks.  With a short timeline and multiple challenges to overcome, upleveling its contact center was no small feat for Aetna. William Jetter, President...

Going Mobile: Building a Remote Workforce

It can be daunting to create and scale a team of remote contact center agents. Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go. Stream our recent webinar,...
call center selling

5 Tips to Improve Call Center Selling

Successful call center agents are trained to pinpoint customer needs and resolve their pain points. This service-oriented approach to the customer experience uniquely positions call center agents to become successful upsell representatives, ultimately contributing to helping their company achieve revenue goals and improve sales effectiveness.   Here are 5 steps organizations can take to improve call center selling Differentiate between upselling and cross selling. Ensure agents understand that “upsell” is about encouraging a customer to buy an additional product that can transform or enhance...
Angry Call Center Customers

How to Handle Angry Customers in Your Contact Center

Frustration, discontentment and dissatisfaction are frequent drivers of angry call center customers. Coaching your contact center agents on how to navigate calls from angry customers will decrease call handle times, improve productivity and elevate the customer experience. Here are a few tips for helping your agents deal with these tense situations: Listen: The first thing most angry customer callers want to do is vent. Let...
Employee Motivation in Your Contact Center

10 Ways to Increase Employee Motivation in Your Contact Center

Employee motivation is one of the most intense challenges faced by contact centers today. With Millennials now the largest living population, they will represent 75% of the workforce by 2030. This up-and-coming generation is having a major impact on contact center growth and is driving an evolution in company culture, especially around the concept of employee motivation.  Here are 10 ways contact centers of all...