Business Continuity: A Year-Round Responsibility for Contact Centers

Spring is right around the corner, which means businesses in many areas of the country have a new threat to worry about: Unpredictable late winter storms. A recent Farmer’s Almanac predicted this will be a long winter, with several storms arising late in the season. Late winter storms and blizzards can bring ice, snow and … Continued

Ransomware Payments: Yes or No?

Consider the following nightmare scenario: You show up to work one morning, and everyone is in a panic. Your computer system is down, as it was infected with ransomware. The ransomware has cascaded across your network, infecting all of your critical customer and employee databases in the process. The hackers want $50,000 to remove the … Continued

What is Blockchain Technology?

If there is one enterprise technology that just about everyone is talking about today, it’s blockchain — a solution that allows information to be publicly shared in a way that is secure and tamper-proof. But what exactly is blockchain, and is it something that you need to be using in your contact center? In layman’s … Continued

Your Business Probably Doesn’t Need an In-house Contact Center

Right now you are trying to take your small business and grow it into a large enterprise.  To accomplish this, it’s vital to reduce expenses wherever and whenever possible. You don’t need, in other words, the added capital and operational expenditures that come with owning and managing an in-house contact center. In fact, avoiding this … Continued

Empathy: A critical customer service component

A young writer once asked Ernest Hemingway for advice, to which he replied “When people talk, listen completely. Most people never listen.” This sentiment, though small, could be one of the most powerful lessons that you apply to your contact center. A little bit of empathy could be the missing ingredient that could launch your … Continued

How Customer Preferences Are Changing

Over the last several years the main message in the customer service space has been that consumer preferences are changing, and businesses have no choice but to respond. But what exactly does this mean? The digital revolution has completely changed the customer journey. Now, customers expect a shopping experience that is completely seamless and efficient … Continued

Five Things to Watch Out For When Outsourcing Your Contact Center

By Steve Brubaker, InfoCision Chief of Staff At this point, you and your team members have made the decision to outsource your contact center to a third party solutions provider. Everyone agrees that this is the best path moving forward to save money, improve efficiencies and streamline customer services. Keep in mind, though, that not … Continued

Ransomware: A Top Threat to Contact Centers

In today’s constantly-shifting cybersecurity landscape, it can be difficult to know what threats you need to prioritize. However, if there is one name that you absolutely need to recognize it’s ransomware — the most popular cybercrime tool of 2017 and one of the most dangerous forms of malware on the market. Last year, ransomware detections … Continued

Does Your Contact Center Have Information Management Issues?

Stop and think about all of the various problems that your contact center is going through right now like unhappy customers, long wait times and low customer retention rates. Chances are likely you are trying to solve each problem individually, by tackling one issue at a time. As it turns out, though, there may be … Continued

Tips for Convincing Your Board to Outsource its Contact Center

In most companies, you can’t simply outsource an entire department like a contact center with the wave of your hand. You’ll need to go through an approval process that starts with the C-suite and ends with the board of directors. With this in mind, it’s important to have a plan in place to sell your … Continued