Keep The Creativity Coming!

In business, especially in the contact center space, it’s easy for teams to keep doing business as usual once they learn what works.  A good contact center knows their customers, all the ins and outs of their proprietary technology, and has developed an array of standardized strategies for handling challenges. However, when the ultimate desire is for a business to grow, the flow of creative ideas in every realm of the business must not only continue, but flourish.

At InfoCision, our team of marketers constantly tests new ideas, in a way that can be measured and replicated. This includes considering all aspects of the customer experience, examining and testing at all levels within the myriad of multi-channel solutions available: scripts, letter packages, call routing strategies, training materials, reporting techniques, hiring and retention, quality measurements, even ancillary services. Creativity involves utilizing our Business Analytics department to provide demographic and transactional data modeling or run a variety of scenarios to generate alternate probabilities and outcomes.  All our insights and findings are used to develop best practices, which are constantly examined for relevancy and adjusted with fine-tuning.

Having a culture of operational excellence, combined with the ingenuity and aptitude for continual testing across departments, enables us to provide excellent customer service and unmatched ROI.

 

 

The Tools You Need to Augment Your Quality of Customer Care

Boy, how customer care practices have changed over the past few decades.  It’s amazing how quickly technology and the Internet impacted the way we interact, conduct business, and make purchasing decisions. Now contact centers should be utilizing the wealth of advanced technology and Web-based marketing and customer care tools available . In fact, it’s rather unwise for contact centers to neglect the important insights that can be leveraged from today’s contact center technology and multichannel marketing solutions.

Specifically, contact centers should consider implementing the following marketing and technology tools:

Predictive analysis: First, contact centers must develop a customer profile database that stores important demographic and transactional information. From there, patterns such as demographic preferences can be gleaned so that contact centers can better predict future consumer behavior. When you have access to data that can help you prepare better for future interactions you’ll be able to deliver optimal results time after time.

Email marketing: Today’s consumers spend a lot of time with their noses in their inboxes. Therefore email is a crucial marketing channel that businesses should leverage to gain more attention from existing and potential consumers. Not only is it a great way to raise awareness for your brand, it also produces actionable data—like open rates and click rates— that companies can use to track their customers’ engagement.

Live chat: Millenials are an ever-growing proportion of today’s consumers. And this generation in particular values the convenience of self-service customer care methods. So, it’s vital that contact centers employ a variety of communications channels to serve the various age groups who need information about products and services.

Market segmentation: Due to the fact that not all of your consumers are exactly alike, it’s important to have different strategies in place to serve the needs of specific groups. Leveraging data analytics tools can help you segment your customer database and sort your customers into groupings based on demographic similarities.

Don’t just sit back in awe of how rapidly technology is revolutionizing the customer care industry, rather, jump in and take advantage of the possibilities these innovations can afford your business.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.

 

To Live Chat, or Not to Live Chat? That is the Customer Care Question

The combination of multi-channel marketing solutions you choose to implement in your customer care strategy weighs heavily on your customers’ preferences.

That’s right, it’s up to your customers to shape your contact center’s use of preferred communications methods. After all, if you don’t heed the clues your customers offer you each day you are probably making more missteps than achievements. For example, it’s true that many consumers appreciate a Web-based live chat option for customer care inquiries, but no two consumers are the same and oftentimes communication preferences vary by age group and other important demographic and situational specificities.

In fact, a recent survey from the online CRM review firm Software Advice titled “The Impact of Demographics on Live Chat Customer Service” revealed that 49 percent of respondents prefer using live chat for online shopping questions, while 74 percent prefer telephone for complex financial questions. Furthermore, the survey also revealed that regardless of the nature of the inquiry, 56 percent of those aged 18 to 34 prefer live chat to phone, while only 27 percent of those aged 35 and older share  that same preference.

Case in point: it’s essential that contact centers provide a multitude of options for their customers while remaining attentive to age or industry-defined preferences. And while it will undoubtedly prove difficult to gauge an overall consensus of your customers’ preferences simply from their interactions, it is advantageous to leverage data analytics to glean more accurate conclusions.

For instance, your contact center should compile a complete customer profile database. By analyzing this information with data analytics you can gain more insights about the demographic makeup of your consumer base. As well, it’s important to have a database of customers’ transactional history, this way you can also understand which customers made contact with your business over which channels.

So, do your research first, then decide whether certain solutions make sense for your business or not.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.

Two Important Ways Contact Center Services Help Raise Non-Profit Awareness

Today, “contact center services” can refer to a multitude of communications options besides telecommunications. In fact, best-in-class contact centers are capable of providing multichannel marketing services to satisfy a wealth of needs in a variety of industries. Take the nonprofit space, for example; a multichannel fundraising campaign can help recruit a great reach of donors through the use of a combination of telephony and digital channels.

In fact, nonprofit organizations should focus on boosting their fundraising awareness by adding more channels to their campaigns. But, creating an effective multichannel fundraising program is no simple task. Recent research compiled by Blackbaud stands to substantiate this claim as many nonprofits aren’t utilizing digital channel optimally. For instance, 37 percent of nonprofits do not send emails to potential donors after signing up.

Optimizing your digital channels—through email marketing, for instance—is a surefire way for nonprofits to acquire more recognition and expand their audience reach. As such, nonprofits must come to realize that outsourcing their marketing and fundraising to a third party, like a contact center, is in their best interest.

Contact center services can help raise awareness and recruit more donors through:

  • Email marketing: Email marketing adds a different dimension to a fundraising campaign, as recruiting donors via standard phone may not be suitable for certain demographics. In addition, a contact center that is proven to succeed in this marketing channel can really hone in on its voice, tone and style, ensuring its messaging will be targeted and consistent.
  • Using technology: Business Intelligence tools used by contact centers can help a nonprofit’s fundraising success as well through capturing relevant insights from donor data—like preference, response rates etc. In addition, demographic scripting can help fine-tune the messaging that encompasses the urgency and core competencies of a nonprofit’s value proposition.

There are more ways for nonprofits to make their voices heard and attract a greater donor base, all you need to do it ask!

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.

Making Multichannel Marketing Your Goal in the New Year

New Year’s is fast-approaching, and with it comes a host of traditions like a champagne toast, the ball dropping in Times Square and the Rose Parade in California.

Of course, another time-honored New Year’s tradition is the practice of setting goals for ourselves that, if reached, will help make the next 12 months better than the last. Resolving to drop a couple of pounds or do more volunteer work is great, but having concrete objectives is also healthy for businesses.

For instance, if you’re still limiting your company primarily to just one or two marketing channels, you are also restricting the number of customers you can reach and the amount of revenue you could be bringing in. Today’s consumer base is fragmented, with buyers getting information from your website, third-party review sites, telemarketing calls, direct mail, email marketing, social media and more. And in an increasingly competitive marketplace, you need to be promoting your offerings across most if not all of these mediums.

If you’re already using multiple channels but have had trouble gaining traction, or if you’re looking to begin anew in 2015 but aren’t sure how to start, InfoCision can offer the multichannel marketing solutions that will help make this coming year your most profitable one yet. On top of helping you expand to additional channels, InfoCision also uses business intelligence to help you identify which consumer segments are most likely to respond to which channels. Our business intelligence solutions include:

  • Data analytics that highlight useful information that can be used to enhance marketing
  • Predictive models that use customer data to predict future behavior
  • Market segmentation, or grouping consumers together based on shared characteristics
  • Demographic scripting that tailors your message to different people with unique needs

Are you still not completely sure about the value of multichannel marketing solutions? You don’t have to take our word for it. Click here to read what the experts are saying.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.

What to Do if Your Multichannel Marketing Efforts Are Failing Short

As a child, you may have been told that expending 100 percent effort into a task was the key to success—and in many cases that is true. But sometimes, if a task is far outside your area of expertise, working 24/7/365 to accomplish it still won’t be enough.

As we’ve mentioned numerous times on this blog, multichannel marketing solutions are absolutely critical today because customers expect to be able to contact your company on their preferred channel. But what do you do if your company has made every effort to get on board with a multichannel approach to marketing and customer service but is still falling short of your goals?

If you find yourself in this predicament, call on another lesson you learned as a child: if you are in trouble, just ask for help.

As a provider of leading marketing solutions for over 30 years, InfoCision can provide the assistance you need. Throughout those decades, we’ve adapted seamlessly with the evolution of marketing to ensure we give our partners the most current tools and strategies. To that end, we provide a true omnichannel approach by offering you:

  • Best-in-class inbound and outbound contact center services and technology
  • Direct mail campaign assistance
  • Social media advisement
  • Website development
  • Email and text message marketing
  • Web chat

In short, InfoCision can manage all these channels so you don’t have to go it alone. Instead, you can focus on improving your products or services and growing your business. If multichannel marketing is chewing up big chunks of your time without producing the ROI you expect, there is no shame in bringing in a little help from a friend.

Are you interested in getting a boost from a multichannel marketing partner? Click here for more information about InfoCision.

Turn Over a New Marketing Leaf This Fall

The air is a little crisper, football season is well underway and in many places the leaves have changed colors. Fall is upon us, and in the spirit of the changing seasons perhaps it’s time to take a look at adjusting your marketing strategy as well.

If you are still doing your customer outreach through just one or two channels—like phone and email, for instance—you’re likely forfeiting significant revenue.  Today’s customers want to be contacted on their preferred channels, which can include direct mail, email, social media, phone, Web self-service and more. If you aren’t able to reach buyers through all of these avenues, they may switch to a company that can.

Adopting multichannel marketing solutions is just like diversifying a stock portfolio. Putting all of your eggs in one basket is simply too risky; rather, you should be trying to increase your chances for success by covering all of your bases. Now this may seem like an overwhelming task, particularly if you’ve been marketing one way for a long time, but that’s where a multichannel marketing partner like InfoCision can be invaluable.

InfoCision removes the pressure of handling all of your marketing efforts through various channels by providing you with:

  • Well-trained, experienced contact center Communicators
  • Robust analytics capabilities
  • State-of-the-art contact center technology
  • Print mail solutions
  • Social media and website assistance
  • 30 years of experience in the industry

At InfoCision we understand that your expertise is developing and selling your product or service, so we remove the marketing burden and let you focus on the tasks that help you grow your business. So as the holidays draw closer, consider turning your multichannel marketing over to us and turning over a new leaf for your business.

Score Customer Service and Marketing Touchdowns This Season with InfoCision

Are you ready for some football? For millions of Americans excited about this NFL season, the answer is surely a resounding, “yes.” Fans hopeful to see their team hoist the championship Vince Lombardi Trophy at the end of the season understand that the team that wins the title will work seamlessly together as a unit to do so.

Each player has a specific job he is assigned that plays well to his strengths and away from his weaknesses. As the season gets ready to kick off, business executives can take some inspiration from football for their customer service experts.

For instance, just because your company offers a better product or service than the competition doesn’t mean contact center customer service falls within your area of expertise. But considering how critical the customer experience is to today’s consumers, it should always be a point of emphasis.

Like a player on a championship football team, if you aren’t comfortable with a “do it yourself” approach to customer service it may make sense to partner with a strategic partner like InfoCision that offers top-of-the-line contact center technology designed to improve customer service, as well as a host of multichannel marketing solutions. Your reliable teammate can pick up the slack in areas outside of your core competencies, such as:

  • Omnichannel service and marketing that includes phone, direct mail, social media, email and other options
  • Call center technology that includes skills-based routing, call blending, IVR, remote call monitoring and more
  • Robust quality assurance that keeps contact centers running at a high level at all times

In business, as on the football field, having a capable teammate backing you up is a comforting feeling. So if you’re feeling a little overwhelmed, it might be the perfect time to partner up with InfoCision and let us help push you over the goal line and into the end zone.