Is Poor VoIP Ruining Your Customer Service?

  Cost control, reduced maintenance and business mobility are among the main factors driving adoption of cloud-based contact center solutions today. In fact, the market is anticipated to triple in value from 2016 and 2021, according to a recent MarketsAndMarkets report.   But as organizations move to run customer support operations through VoIP infrastructure, there … Continued


Tips For Building Trust With Your Customers

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.”— Zig Ziglar I’ll never forget the time that I received an account statement in the mail from a company, and noticed a discrepancy in its billing policy. The company had made a rate adjustment, and failed to … Continued


What Happens After You Outsource Content?

Outsourcing a major part of your business like your contact center is a big undertaking. You will experience a big shift in the way your company operates, and possibly in your day to day schedule. So it’s important to have a roadmap planned to guide you through the process and make sure everything goes according … Continued


Is Your Contact Center In Compliance with Local and Federal Regulations?

Earlier this year, a leading website domain operator was hit with a class action lawsuit when a consumer claimed that the company sent him unsolicited advertisements via text message. The plaintiff is now arguing that the operator violated the Telephone Consumer Protection Act (TCPA) — a complex law established by the Federal Communications Commission (FCC) … Continued


Are You Compliant with the New FCC Rules?

On Thursday June 18th, the FCC approved a TCPA Declaratory Ruling that is meant to “protect consumers from unwanted robocalls and texts.” The ruling was approved by a vote of 3-2 and the official text was released, and became effective, on Friday July 10th. So, what does this new policy mean moving forward? An instrumental … Continued



InfoCision continues to set standard for call center quality with 20th MVP Quality Award

InfoCision just received word that it has officially been awarded its 20th consecutive MVP Quality Award from CUSTOMER magazine – InfoCision is the only company to win the award in every year since it was created in 1994. Advancing technology in communications has certainly changed the industry drastically since then. But what hasn’t changed is this simple fact: If you are dedicated to quality and excellence in connecting with customers or donors, you have a very good chance of succeeding.


Direct marketing compliance update: DMA in DC and cell phone consent changes

I came away from the conference encouraged that there are so many experts in our industry who understand the value of engaging with policy-makers in Washington. We must educate the policy-makers and help them understand the huge impact the DM industry has on our national economy – 9.2 million jobs and more than $2 trillion in annual sales in the US.


Quality Assurance Drives Higher Return on Your Contact Center Investment

From improving customer service levels to aiding in brand management, the benefits of a comprehensive quality assurance system can have a big impact on the bottom line of your programs In business, the word “quality” is often thrown around. But what does “quality” really mean in the contact center industry and what are the benefits … Continued


Papa John’s faces lawsuit for mobile marketing compliance violations

Lately it seems that as every week that goes by, we hear of a company facing legal or regulatory action for failing to adhere to the strict compliance guidelines that govern the direct marketing industry.  This week a rather unlikely name is in the news for mobile marketing compliance violations:  Papa John’s Pizza. As reported … Continued