Team Empowerment in the Contact Center

Everyone can agree that it’s important to empower your workforce but developing best practices to boost retention and morale in the contact center space is critical. At InfoCision, we have decades of experience, which equates to a plethora of time-tested, valuable ideas. With the holiday season in full swing, it’s a time like no other … Continued


A Glimpse Into InfoCision Puerto Rico

Whether in English or Spanish, at InfoCision’s contact center in Aguadilla, Puerto Rico we adapt and connect on a personal and cultural level to whomever is on the other end of the line. Employing only the finest people, our agents are mature – averaging 30+ years old – with 95% being college educated. Our turnover … Continued


The Phone is Still Vital for Your Business

In a society full of tweets, texts and typing, it may come as a surprise that phone calls remain the preferred channel of communication when it comes to your brand’s customer service. Tried and true, customers prefer actual voice communication for a plethora of reasons, but above all else, simply because it is the easiest … Continued


Key Takeaways from Deloitte Global Contact Center Study

Global businesses are utilizing contact centers to enhance the customer experience in increasingly complex ways. Customer choice is behind the wheel, driving contact centers towards greater emphasis on consumer needs and preferences. Deloitte’s Global Contact Center Survey provides insights from over 450 contact centers, shedding light on how business is changing for the better.   … Continued


Are You Chasing the Wrong Metrics?

You’re going on a trip to a new place three hours away, so you plug the address into your GPS and hit the road. Unwittingly, you type the right address, but in the wrong town. But without any proper context for your surroundings, you only learn of your mistake after you arrive at the wrong … Continued


For Fundraising Campaigns, Still Nothing Like the Human Touch

Few contact center leaders will question the idea that artificial intelligence is set to be a staple of their operations for years to come. Not only can chatbots or virtual assistants make your customers lives easier, but it can make life easier for your agents as well. Despite the nearing ubiquity of artificial intelligence, not … Continued


The Curious Case of Carter Wilkerson

Late last year, 16-year old Carter Wilkerson hopped on Twitter to ask a seemingly innocuous question to fast-food titan Wendy’s: how many retweets would it take to earn him a year’s supply of free chicken nuggets? Playfully, the restaurant’s social media team immediately jumped on the opportunity, tasking the teen with reaching 18 million retweets … Continued


Three Misconceptions About In-House Contact Centers

There’s no debate that having a robust customer service department is integral for success in today’s business landscape. But while this much is certain, there remains a striking divide among customer service executives as to how to provide that support. While there has been a massive migration towards outsourcing of contact center operations, many businesses … Continued


The Best Place to Outsource In the U.S.

When you decide to outsource your contact center, the world becomes your oyster. Suddenly, you can partner with a company anywhere, from Algeria to Zimbabwe. With any location, like with any business, there are benefits and complications. Even if you’re just looking to branch out into another state, your results are liable to vary. If … Continued


Marketing and Sales, They Go Hand in Hand

It is certainly logical to expand your contact center capabilities to light a fire during a new sales campaign. It also makes sense, in the customer-centric world we live in, to be prepared with extra support for customer service agents tasked with putting fires out. But in the hustle to provide additional support for a … Continued