call center selling

5 Tips to Improve Call Center Selling

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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 […]

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athens services

Athens Services: “How Did We Go for So Long” Without WFM?

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Athens Services continues to expand its trash- and recyclables-hauling business to include partnering with communities and other groups on disposal and other environmental communities. The company’s growth has exploded, especially after winning a contract with the city of Los Angeles, in addition to serving residential and commercial customers in communities across Southern California. Before NICE […]

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ivr

What is an IVR (Interactive Voice Response)?

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At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent.  For example, if they just want to know their account balance.    Before I go deeper into WHAT an IVR is, […]

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valvoline

Valvoline Firing on All Cylinders with CXone

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Valvoline has built a trusted worldwide brand over decades in premium automotive lubricant products, services and stores. Its 180+ agent contact center handles more than 2.5 million inbound interactions annually—everything from product questions from customers to queries from large retail partners. In its local service centers, though, the customer experience was lacking. Callers to the […]

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chatbot

Most AI Chatbots will Fail, and That’s Okay!

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Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. In our NICE inContact CX Transformation Benchmark, chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. According […]

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small business call center

How to Improve Small Business Call Centers

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Many small businesses count on customer service as a competitive differentiator against larger companies. Having a small business call center is a key piece of creating a competitive advantage with customer service.  If you’re a small business without a call center today, why should you create one? Almost every business interacts with its customers in some way, usually by phone. You may […]

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Expand Your Skill-Set and Knowledge with Six Remarkable Tracks Designed for You!

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At Interactions EMEA 2019, NICE’s flagship annual customer conference in London, you’ll have a premium tiered seat to incredible educational opportunities that will reveal the latest tools and solutions you need to improve and scale your business. Join us at The O2 Cineworld for over 25 sessions and 6 inspiring and innovative breakout tracks and deep dive […]

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