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


A Glimpse Into InfoCision Puerto Rico

Whether in English or Spanish, at InfoCision’s contact center in Aguadilla, Puerto Rico we adapt and connect on a personal and cultural level to whomever is on the other end of the line. Employing only the finest people, our agents are mature – averaging 30+ years old – with 95% being college educated. Our turnover … Continued


The Phone is Still Vital for Your Business

In a society full of tweets, texts and typing, it may come as a surprise that phone calls remain the preferred channel of communication when it comes to your brand’s customer service. Tried and true, customers prefer actual voice communication for a plethora of reasons, but above all else, simply because it is the easiest … Continued


Social Media: Getting the Voice and Tone Right

Social media sites are now an integral part of society. As a matter of fact, Pew Research reports that 69 percent of Americans have at least one social media profile—up from 48 percent just five years ago. Usage has so exploded that it’s moved the dial on customer care from  a “nice to have” to … Continued


Your Contact Center Has a Bright Future

Trends in the contact center space include customer demand for self-service: what many customers today consider the quickest and easiest way to resolve issues. When customers do personally reach out to companies, they are often rankled by the service they receive. In fact, the majority are dissatisfied. Does this mean your contact center’s days are … Continued


Small Gestures to Make Customers Feel Valued

We live in a data-driven and digital-first world, making it easy for companies to overlook the value of genuinely connecting with customers. Even as consumers yearn for self-service options to speed up transactions with brands, and even as they opt to research products and services long before contacting a vendor about a purchase, they still … Continued


How to Optimize Your Multichannel Contact Center

In response to customer demand, you’ve built multichannel support into your contact center. While the technology available today likely got you there easily enough, best practices for optimizing your multichannel service strategy have probably not been as easy to pin down. Perhaps you’ve experienced trouble trying to link channels for reporting purposes, or train customer … Continued


It’s Not About You: Keep Your Employees Focused on the Customer

When customers call into your contact center, they are looking to have their issues resolved as quickly and effectively as possible. A recitation of your customer service processes and policies does not necessarily serve their interests. An ideal customer care experience will instead focus on the individual, not your business’s imperatives—except for the one that … 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


Five Common Obstacles to Great Customer Service

Very often in life, the things we do wrong are just as important as the things we do right. If you’ve been struggling to improve your customer service and aren’t seeing the desired results, maybe it’s time to look at your customers’ overall experience—the good and the bad—and then focus on fixing what’s wrong. Below … Continued