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


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


Keep The Creativity Coming!

In business, especially in the contact center space, it’s easy for teams to keep doing business as usual once they learn what works.  A good contact center knows their customers, all the ins and outs of their proprietary technology, and has developed an array of standardized strategies for handling challenges. However, when the ultimate desire … Continued


Sluggish Productivity as Winter Drags On? Try These Tips!

Is enthusiasm in your contact center waning as winter drags on? Has productivity dropped? If you’re not sure, here are some warning signs: irritability or frustration, unexplained work absences, coming in late/leaving early, decline in health and isolation. If you’re seeing any of this, rest assured that you can have a positive influence on the … Continued


Too Much Sales Pressure Leads to Negative Results

“Rigid, relentless sales goals” are the reason, according to a Bloomberg report, that Wells Fargo & Co. employees opened more than 2 million unauthorized accounts since 2011, leading to a federal investigation into whether criminal charges should be filed. Already this year, the bank has agreed to pay $185 million in civil fines, and the … Continued


Green Companies Lead the Way in Savings, Image and Innovation

Why is “going green” going mainstream in corporate America? Being environmentally friendly has basically become de riguer for companies that hope to meet consumer expectations. What was once a  competitive differentiator is now simply good business. Here are some of the main reasons that companies are embracing green practices: Preferred by consumers: After all the … Continued


Use Employee Surveys to Drive Business Improvements

In a recent blog, I wrote about the employee forums I host with InfoCision workers to encourage open conversations about our business and their roles within the company. During these face-to-face meetings, I conduct surveys to help choose topics for discussion, but results are also shared with corporate executives to drive business improvements. I also … Continued


Best Practices for Engaging With Your Employees to Boost Business Outcomes

I find that meeting with workers on a regular basis builds rapport and opens lines of communication, so I host quarterly InfoCision employee forums. I invite workers to participate voluntarily, and they’ve become an eager and receptive audience. After all, we share information pertinent to the business that supports our livelihoods. I gain valuable insights … Continued