Work From Home with InfoCision

In the midst of these incredibly tough times, and with negative news encompassing our everyday lives, it’s essential we also choose to focus on the positives and small victories both we and our communities continue to achieve! In light of this optimistic viewpoint, we here at InfoCision are happy to announce that within a week’s … Continued


Following the Rules with Governance

Analytics-based governance keeps our contact centers running in full compliance with internal best practices, legal regulations, and more. Our Governance Team defines goals, guidelines and terms across the organization; communicates with internal departments on these specifics so that everyone is on the same page; uses data to measure adherence to goals, guidelines and terms; and … Continued


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


Analytics – Real Time and Relevant

Our Business Analytics solutions have helped many organizations mine and analyze their existing data and turn it into interactive visualizations and easy-to-use analysis tools, focused on improving results and providing vital insight. Most importantly, we turn large amounts of data into something useful for our clients by doing things like determining pockets of your most … Continued


Work at Home – Flexibility in the Contact Center Space

Providing flexibility for a workforce is paramount to the long-term satisfaction of many employees in today’s job market. At InfoCision, we have an entire program that offers our contact center staff the option to work from the convenience of their home in a virtual call center environment. Our staff involved in this unique program receive … Continued


Gamification: Enhancing Employee Engagement in the Contact Center Space

Keeping employees engaged is a goal for every contact center. In a world filled with social media, where myriads of people are involved in habitually playing games and using fun apps to send pictures and messages to their friends, why not apply the same logic to their work environment? Gamification leverages employee’s natural desires – … 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


Trust Your Frontline Staff to Deliver Outstanding Customer Service

Do you want to boost morale, productivity and engagement in your contact center? Then start trusting your frontline staff to do their jobs and deliver stellar customer service. Let go of the command and control approach so often applied in contact centers for one that truly focuses on customer service and trusts staff to deliver … Continued


The Unexpected Value of Sharing Knowledge

We hear a lot these days about customer service that goes “above and beyond,” but what does that really mean? Customers themselves may not even know, but they know it when they see it. One way your Communicators can provide this level of service is to answer questions that customers didn’t even know they had … Continued


Critical Conversations in the Contact Center

Your brand voice, as well as the customer experience you deliver, can be either buoyed or destroyed for a customer by one poor interaction with a customer care Communicator. It all comes down to that single individual and how effectively he or she resolves the customer’s issue. That’s a lot of pressure on Communicators—and their … Continued