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


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


Read This Before Launching a New Channel!

Consumers are reaching out to contact centers today not just by phone, but using email, chat and social—to name a few avenues. How can your business derive revenue from tapping into these communications channels? That’s the question each organization’s decision makers must ponder before modernizing. Start where you are. Are you a phone-only call center? … Continued


Is Your Callback Strategy Effective?

A comprehensive callback strategy allows you to maximize the effectiveness of your live contact center Communicators. At the same time, it will reap you rewards in customer satisfaction. There are a number of indicators that your callback strategy is working well: Your caller abandonment numbers have decreased, your cost per call has been reduced, and … Continued


The Ongoing Value of Live Customer Care

Do you need a contact center any more to provide stellar customer service? Or is the trend toward automated service inevitable? After all, automation is significantly less costly and more efficient than providing live assistance, and self-service is actually preferred by 91 percent of customers when it is seamless and effective. Yet, customer care provided … Continued


Contact Centers Are Moving to Omnichannel

Your contact center probably already offers customers multiple channels for communication. Congratulations! This means that you’ve responded to consumer demand to connect with your brand through the channels they prefer. Now that 68 percent of U.S. adults use smartphones and interact across multiple platforms and modes of communication, contact centers are answering the groundswell. They are meeting customer … Continued


You Don’t Need to Add Communicators to Improve Contact Center Service

Do your Communicators have the best tools and techniques to do their jobs well? If so, you’ve likely learned that less is more. Fewer Communicators with heightened skills are a greater contact center asset than more Communicators with fewer skills. That means it makes sense to develop a customer service approach that optimizes the customer … Continued