call center selling

5 Tips to Improve Call Center Selling

Share:

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 […]

Read
performance management

Performance Management Takes Your Reporting to the Next Level

Share:

I’m often asked the question, “I already have reporting. Why would I get a performance management tool as well?” and at first glance, I can understand the sentiment. But then I think about the automatic power windows in my car. Before I had power windows, I could roll down my windows manually, but it took […]

Read
meet

Inside NICE inContact – Meet Jennifer Scott

Share:

Meet Jennifer Scott, Implementation Manager for NICE inContact. Jennifer came to NICE inContact from Denver, Colorado and has been in the contact center industry for 15 years. She is part of the Enterprise Implementation Service team. I was able to sit down with her and ask her a few questions to find out why she […]

Read
gamification

Build Success with Your Contact Center Gamification Efforts

Share:

Although the term “gamification” is relatively new the practices is as old as contact centers themselves. Prior to having software solve all our needs we used to “gamify” the workplace through peer or team competition. Often with some sort of corkboard display to track and monitor the completion and performance. I’ve managed and created large […]

Read
agent productivity

Increase Contact Center Agent Productivity and Satisfaction with CXone Agent for Salesforce®

Share:

Contact center agents are the most monitored, micromanaged workforce in existence. Anything that can be done to make an agent’s job easier is important to alleviate stress and costly attrition. Are your agents constantly switching back and forth between Salesforce and other applications? All that switching can burden productivity, but there is something that can […]

Read

Conducting Effective Contact Center Quality Calibrations

Share:

Calibrations should be a part of any relevant quality program, but they are often overlooked or placed on a back burner. Regular calibrations ensure that everyone has the same understanding of what is being measured and validates that responses are consistent from everyone on the team. Commercial Quality applications offer calibration and reporting capabilities that […]

Read

Focus on Security and Infrastructure – From NICE inContact’s CISO

Share:

With the increased profile of information security and compliance in recent months, NICE inContact has taken an even more vigilant stance than ever on protecting our infrastructure and our customer’s accounts. As the Chief Information Security Officer of the company, my role focuses on developing and maintaining an envelope of security over all our services […]

Read
icuc 2017

ICUC 2017 Checklist

Share:

Before you know it, you’ll be in Vegas for three terrific days for ICUC 2017 at NICE Interactions. To help you prepare, here’s your quick checklist: Download the Interactions ICUC app. Find your invite email for download instructions. Then set up your profile and create your schedule. The app is your go-to guide for everything […]

Read
icuc 2017 mojo award finalists

Announcing the 2017 inContact Mojo Award Finalists

Share:

The 2017 inContact Mojo Awards represent the best in our industry, reflecting great commitment, concepts and creativity. We are excited to recognize our users who have achieved excellence and drive superior contact center experiences. The nominations this year were outstanding and speak to the growth of the contact center industry. The finalists for the 2017 […]

Read

How to Assemble Your Implementation “Dream Team”

Share:

We all remember the Dream Team. You know, the US Men’s basketball team from the 1992 summer Olympics in Barcelona? What some sport journalists claimed was the best team of athletes ever assembled? Alright, well if you lived under a rock during the early 90’s – or better yet, weren’t born – I’ll frame it […]

Read
1 2 3 64