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


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


Benefits of Building a Contact Center in the Cloud

As a small- to medium-sized business (SMB), do you have the resources in-house to support today’s customer service demands? For instance, are you prepared to deliver consistent, seamless customer experiences across multiple channels? The evolved customer of the Digital Age expects to connect with companies by the digital channels they already use in their daily … Continued


Transforming a Contact Center into an Insights Center

Customers expect the brands they favor to know who they are. They also expect them to be able to call upon past information to quickly resolve their issues. Yet, if companies don’t have strong analytic capabilities, they will have a hard time coming up with the insights they need to meet or exceed these expectations. … Continued


Evolution of the Customer Experience and Impact on Businesses

The customer experience has grown into an all-encompassing vision for businesses. Where once it was the responsibility of a single department, it now comprises all functions and levels within an organization—from marketing to IT to operations to sales. Before the Digital Age, customers interacted with companies at their brick-and-mortar stores, by (snail) mail and through … 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


The Omnichannel Contact Center: Three Changes You Need to Make

If someone were to ask you if your contact center is “multichannel,” what would you say? Most of us would probably say yes, noting that our services include voice calls, email, Web chat and social. Now, if you were asked the same about “omnichannel,” is the answer yes or no? If you hedge and say … Continued