Why Providing Agents with Analytics is Essential to Your Success

In The Art of War, Sun Tzu writes that “Every battle is won or lost before it is ever fought,” referring to the immense preparation that is necessary to be su ccessful in war, and the need to arm soldiers with all the tools they might need. The world of customer care is no different. … Continued


Active Listening: An Agent’s Key to Customer Care Success

Being a contact center agent can be extremely hectic. Amidst fielding calls, finding solutions, answering questions and entering data, it can be easy to lose sight of the premier task at hand: helping customers solve their problems quickly and free of frustration. Regardless of how chaotic the business day gets, the No. 1 priority should … Continued


Do Your Agents Pass the Stress Test?

Imagine for a moment you’re on the line with a taxing customer; at the same time you’re in the midst of searching for an answer for another caller all while your call queue is steadily building. There are so many tasks at hand you simply don’t know where to begin or how to prioritize. Sound … 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