Exciting Takeaways from Epic Experts

Just over a week ago, InfoCision sponsored and attended the InterAction 2014 marketing summit at The Taylor Institute for Direct Marketing—and the highly anticipated event did not disappoint! This year’s conference was particularly exciting, as it featured contributions from some of the leading voices in the marketing space. Joe Pulizzi, founder of the Content Marketing … Continued


Five Steps to Becoming a First-Class Customer Service Organization

As a business executive you are probably well aware by now that customer service is a top competitive differentiator. In fact, according to a recent report from research firm Walker, quality of customer service will overtake price and product as the single most important differentiator by 2020. While that is certainly useful information, it’s doesn’t … Continued


From a Customer Experience to a Customer Journey

Years ago, a company’s interaction with customers was largely limited to two points of contact. A consumer interested in a product would come into a brick-and-mortar store location and speak with a sales representative. If the consumer made a purchase and had a question or problem down the line, he or she would call a … Continued


Summer Heat Makes Everybody a Little Cranky: Are you Ready?

With Memorial Day in the rearview mirror, summer has unofficially started—and its official beginning is not far off. While the season offers a lot of opportunities for fun in the sun, it also brings warmer temperatures and sometimes, sour moods. In fact, scientific research proves that when temperatures get hotter, so do tempers. Keeping that … Continued


For Customer Service, Consider Baby Steps Over Giant Leaps

In days gone by, great customer service meant employing knowledgeable salespeople and friendly cashiers in-store. But as new channels emerge, and consumer expectations for quality of customer service continue to rise, providing a top-shelf experience can seem like a daunting task. When looking to make a change, some business owners immediately look to the end … Continued



When It Comes To Service, Your Customers Have a Long Memory

If you have been keeping up with our blog, by now you are well aware of the impact that customer interactions have on business. In this same vein, you know that top-of-line quality of customer service is critical for improving customer retention, which in turn has profound power over your company’s bottom line. According to … Continued


Three Crucial Takeaways from the Target Data Breach

Who can forget the now infamous Target hacking? During the 2013 holiday season, the company suffered a massive data breach where hackers stole the credit card and personal information of perhaps as many as 110 million customers. The network security breakdown is still being scrutinized and, for now, it remains unclear what steps the company … Continued



Communicators vs. Agents: The InfoCision Difference

In your time as a contact center manager or business executive, the lengths you have taken to ensuring the best quality of customer service possible has probably led you to read a lot about “agents” or “representatives.” These are of course widespread industry terms held by many; however, InfoCision isn’t one of many. If your … Continued