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


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


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


Achieving An Automation Balance in Your Contact Center

There is no denying the fact that customers today want to be able to help themselves when trying to resolve business issues. According to one study, for instance, 51 percent of customers prefer to have self-service options available on a company’s website. As we move forward into the digital era, though, and automation becomes increasingly … Continued


Using Influencer Marketing to Generate Sales

Right now, your company is most likely taking a traditional approach to sales by targeting large groups of people at a time. For instance, you may decide that you want to sell to college students. So, you collect data and use it to shape your digital and marketing initiatives in hopes of attracting unique buyers. … Continued


Supplementing Customer Self Service

There is no denying the fact that customers today want access to solutions that enable them to solve problems on their own without the help of a live agent. This trend, commonly referred to as self service, has taken off in recent years and is now a customer service staple for most companies. Self service … Continued


Is Your Contact Center In line With Your Brand?

Imagine you open a can of your favorite soda, and experience a totally different taste from what you expect. You would be confused, and may even contact the company for an explanation — or ask for your money back. Consistency, in other words, is a top need for brands and something that cannot be ignored. … Continued


Use Customer Service to Launch Your Business to Unimaginable Heights

When you first started your business, your goal was never to be a small to medium-sized organization. In fact, you don’t even want to be a large organization. You want to be a massive, highly-profitable and stable enterprise with a global footprint and an impeccable reputation. Many startups today, we are seeing, are setting the … Continued


Topics To Explore During Your Next Customer Service Meeting

C-level executives often complain that they want to help improve customer service, but they have too many other responsibilities to worry about on a daily basis and don’t have the time to stay up to date about rapidly-changing customer preferences. This, after all, is why they hire others to manage it. Our advice is for … Continued