Three Ways to Celebrate Summer All Year Long In the Contact Center

Summertime brings to mind the sound of waves gently crashing on the beach, the smell of burgers on the grill and the feeling of excitement from lighting firecrackers on the Fourth of July. You can capture such positive summer sensations in your contact center all yearlong—delighting and satisfying employees and customers—by employing a few strategic … Continued


Do Your Agents Speak Your Brand Language?

A brand is a complex thing—a blend of consumer expectations, relationships and product or service quality that forms a fundamental building block for your business. Despite the fact that it’s an intangible asset, however, brands aren’t completely nebulous; those perceived as a success are worth millions—even billions—of dollars on a company’s financial statement. Most businesses … Continued


Ways to Make Morale a Priority

It’s hard to pin down a definition of high or low morale in the workplace, but you know it when you see it. A team with high morale is confident they can do the job, disciplined about performing it, and motivated to tackle whatever comes their way. On the other hand, low morale looks just … Continued


InfoCision Named a Notable Member of the OHBLN

  At InfoCision, our core business revolves around connecting with people—that is, helping businesses to forge meaningful connections with their customers. Long ago we realized we can do our job better by making similar connections in our community, a wonderful source of valuable and diverse employees. We—and our clients—have been reaping the benefits ever since. … Continued


How to Avoid ‘Analysis Paralysis’ in the Contact Center

In customer care centers, data is everywhere. Almost every contact center has tools in place to capture it, knowing that data holds the key to optimizing operations. Likewise, most contact center managers are adept at turning this data into information through reporting. Reporting is particularly useful for monitoring purposes; when unexpected data presents itself, it … Continued


Is It Possible For Communicators to Be Too Empathetic?

Not everyone is cut out to be a contact center agent. These individuals must have a very specific set of unique skills to successful perform their jobs. After all, it takes a certain type of person to deal with a range of customers each and every day. Empathy is a critical skill that all successful … Continued


Fundraising in the Digital Era Part 2: Leveraging Integrated Marketing

Not too many years ago, Nonprofit teams had to knock on neighborhood doors to raise awareness and support for their organization. Needless to say, it was a difficult job that quickly caused some of those involved to burn out. With the telephone and other digital channels, however, there are many more opportunities in which Nonprofits … Continued


Make March Your Lucky Month By Increasing Your ROI

It’s March, which means St. Patrick’s Day is right around the corner. This month, channel the luck of the Irish and increase your ROI by improving best practices within your contact center. Below are a few tips and tricks that you can implement over the next month to increase your bottom line and create long-lasting … Continued


Communicating With Potential Donors Is Nerve-Wracking: Three Ways to Ease the Stress

Let’s face it; communicating with potential donors can be an intimidating thing for even the most seasoned Communicators. After all, in fundraising, the objective is to obtain as many long-lasting donors as possible to continuously contribute to the nonprofit your represent. As such, experiencing rejection can be especially painful. Acquiring donors, however, doesn’t have to … Continued


Customer Care: The Next Big Marketing Channel

As a business owner, you already know that customer care is critical to integrated marketing. After all, Communicators must tactfully reply to social media customer care quandaries. What’s more, great customer care boosts the reputations of companies, thereby, heightening the credibility and visibility of marketing campaigns. But recently, customer care has been recognized as a … Continued