Legal and Compliance – A Driving Force Behind High Quality

In the Call Center industry, some very complicated regulations and laws have been established at both state and national levels, in attempt to protect the consumer.  InfoCision employs expert legal counsel to ensure we stay apprised of new and updated regulations.  InfoCision is regulated by many entities – from individual Secretary of State offices to … Continued


Analytics – Real Time and Relevant

Our Business Analytics solutions have helped many organizations mine and analyze their existing data and turn it into interactive visualizations and easy-to-use analysis tools, focused on improving results and providing vital insight. Most importantly, we turn large amounts of data into something useful for our clients by doing things like determining pockets of your most … Continued


Work at Home – Flexibility in the Contact Center Space

Providing flexibility for a workforce is paramount to the long-term satisfaction of many employees in today’s job market. At InfoCision, we have an entire program that offers our contact center staff the option to work from the convenience of their home in a virtual call center environment. Our staff involved in this unique program receive … Continued


Gamification: Enhancing Employee Engagement in the Contact Center Space

Keeping employees engaged is a goal for every contact center. In a world filled with social media, where myriads of people are involved in habitually playing games and using fun apps to send pictures and messages to their friends, why not apply the same logic to their work environment? Gamification leverages employee’s natural desires – … Continued


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


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 … 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


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