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Three Contact Center Technologies to Be Thankful for This Year

By Steve Brubaker, InfoCision Chief of Staff

Thanksgiving is a time of reflection and giving thanks. While we are all thankful for friends and loved ones, there is also plenty to be thankful for as a contact center manager—like the invaluable tools that ensure high contact center services ROI.

Help yourself to a warm piece of pie and a plate of stuffing (or two) and count your blessings for these time- and cost-saving contact center technologies:

Call blending: Outbound productivity is crucial, especially for charities or non-profit organizations during the end of the year when the need to reach prospects/donors is at an all-time high. Call blending helps maximize contact center productivity by running several programs simultaneously so that Communicators can make outbound calls when inbound activity slows down—all without compromising performance. A quick tip: look for a system that adheres to state and national laws regarding abandonment of outbound calls.

Brand customization: Tailoring your solutions to your brand helps streamline calls for better overall efficiency. For example, at InfoCision, we have internally developed our own proprietary CRM application—Inscription—that can be customized to fit the needs of any of our clients by offering everything from comprehensive customer profiles to screen pops. Bottom line: a one-size-fits-all contact center solution just doesn’t work.

Remote call monitoring: With so many employees today choosing to work from home, tools that enable quality assurance analysts and contact center managers to evaluate performance and make adjustments as needed regardless of location is key. And employees who work from home can show their own appreciation to employers for this opportunity by increasing productivity.

There are so many great contact center technologies available today that most managers are probably thankful for more than just three. Click here while you take a break from the turkey and gravy, to explore more contact center technologies and the competitive advantages they offer.

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.


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