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As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector. New contracts typically require the company’s 100-175 contact center agents to process a plan’s entire membership in a…

Agents are the biggest asset in any contact center. Ironically, contact center agent turnover is seen as the number one challenge for contact centers. Contact center executives are always looking at ways to invest in agents – hire the best agents, train them better and retain them longer. An increased agent productivity is a proven formula to…

We’ve come a long way since the days when phone service was delivered over a simple cable with four copper wires. This older technology is often referred to as POTS, which stands for “plain old telephone service”. Today, internet phone service is rapidly becoming the most common form of telephony. Internet phone service uses a technology called voice over IP, or…

If you are like the other 100 customers I have spoken with over the last few months you are likely somewhere in the process of evaluating your customer experience (CX). That may mean you have initial awareness there is room for improvement, or you have already identified what improvements are needed, or maybe you have reached the…

The value of employee engagement is undeniable. Engaged employees tend to feel a strong bond with the company, increasing their motivation to see it succeed and, therefore, to improve their own performance accordingly. Unfortunately, research indicates that most employees are not engaged, which can have a negative impact on the level of service.

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 CXone, Athens Services…

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…