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


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


Creating Customer Lifetime Value

Customer lifetime value (CLV) is the dollar amount that represents a customer’s worth to your business from first transaction to last. CLV calculation=revenue x gross margin x average number of repeat purchases. The CLV is a powerful metric because even small increases in CLV can lead to huge gains in overall revenue. For example, get … Continued


Customer Service: Stand Out or Become Irrelevant

What does it mean to stand out in the customer service space? According to ContactBabel’s “The US Contact Center Decision-Makers’ Guide 2016,” it requires four principal assets: omnichannel support, quality management, real-time speech analytics, and other technologies that improve the customer journey. If your contact center is missing any of these four components, it may … Continued


The Contact Center as a Career Option

Many of today’s youths have been leveraging the services of contact centers for years. Since their mobile devices are always close at hand, any product or service issue is quickly directed to one of these centers. Quite a few of these same young people have also worked as agents—or Communicators, as we call them—in one … Continued


Alleviating Emotional Exhaustion in the Contact Center

Working at a frontline customer-facing job involves a high level of emotional exertion. Burnout, or mental exhaustion, and turnover are, therefore, statistical inevitabilities of contact centers. Customer care Communicators are expected to display socially appropriate emotions and suppress negative ones. They are asked to create empathy, rapport and trust with customers and to appear happy … 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


Trust Your Frontline Staff to Deliver Outstanding Customer Service

Do you want to boost morale, productivity and engagement in your contact center? Then start trusting your frontline staff to do their jobs and deliver stellar customer service. Let go of the command and control approach so often applied in contact centers for one that truly focuses on customer service and trusts staff to deliver … 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