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


Social Customer Service in the Contact Center: 7 Best Practices

A formal customer service social media group could be a boon to your contact center. It could be tasked with developing an efficient strategy to manage channels like Facebook and Twitter—to benefit customers and the business. Assign members to the group who are socially savvy. For the uninitiated, social media can be intimidating, so give … Continued


Five Ways to Meet Customer Expectations in the Digital Age

We all know by now—at this point in the Digital Age—that customers are strongly influencing how businesses operate. Events have transpired to flip the traditional sales model on its ear. Whereas companies used to hold at least some of the cards—developing “solutions” for customers who didn’t know how to solve their own problems—now consumers are … Continued



Understand, Anticipate and Act on Customer Intent

Improving the customer experience has been identified as a 2017 critical priority, second only to growing revenue, for 37 percent of marketing decision makers, according to a Forrester study. To achieve this goal, consumer intent must be the cornerstone of your marketing strategy. As digital continues to disrupt business processes and practices, organizations must take … Continued


The Future of Measuring Contact Center Performance

Contact center performance ratings are currently based on scorecards that attempt to balance the reporting of key metrics across the spectrum of efficiency, effectiveness and customer experience. The customer experience portion—the most critical reflection of contact center performance—is typically gathered by surveying customers post-contact. New ideas about measuring contact center performance are focused on tracking … Continued


Customer Experience Predictions for 2017

Customers are leading businesses by their noses into the new year. Some companies are going kicking and screaming into 2017 while others have geared up to meet the demands of a customer-driven marketplace and are sliding more comfortably into the future. Arm-in-arm with keeping up with customer demands, organizations primed for ongoing success have delved … Continued


Technology to the Rescue for Government Agency Engagement

How is your agency operating these days as far as engaging with the citizens you serve? Ideally, you would answer that citizen engagement has been a key priority, so you’ve modernized your contact center and improved the citizen experience overall. The contact center provides a critical path between constituents and the state workers who deliver … Continued


Change Your Employee Performance Metrics to Better Reflect Customer Engagement

Are you aware that customer engagement and customer satisfaction are two distinctly different metrics? A recent Gallup poll sheds light on the differences and how each can be measured most effectively. Gallup confirms that engagement is a much higher bar to reach than satisfaction. One doesn’t necessarily follow from the other, and both are strategic … Continued


Engaging With InfoCision Is Now Easier Than Ever

We’ve taken our own advice—often shared with clients—and redesigned our website to be more user-friendly and responsive, easy to navigate across devices and intuitive for information searches. Perhaps most important, we’ve added mobile-friendly to its attributes. InfoCision.com is now cutting-edge. It speaks to who we are as a company, and conveys a precise message to … Continued