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


Gamification: Enhancing Employee Engagement in the Contact Center Space

Keeping employees engaged is a goal for every contact center. In a world filled with social media, where myriads of people are involved in habitually playing games and using fun apps to send pictures and messages to their friends, why not apply the same logic to their work environment? Gamification leverages employee’s natural desires – … 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


Build Employee Engagement in the Contact Center

As a contact center manager, you may feel you’ve done everything in your power to drive employee performance—from sound hiring practices to training to fostering a conversational culture—yet some of your staff are still not achieving expected outcomes. You want your Communicators to be actively engaged in driving contact center success, which requires a high … 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


Sluggish Productivity as Winter Drags On? Try These Tips!

Is enthusiasm in your contact center waning as winter drags on? Has productivity dropped? If you’re not sure, here are some warning signs: irritability or frustration, unexplained work absences, coming in late/leaving early, decline in health and isolation. If you’re seeing any of this, rest assured that you can have a positive influence on the … Continued


Five Roadblocks to Successful Contact Center Training

A successful contact center training program must arm customer care Communicators with the knowledge and tools they need to deliver a stellar customer experience. It doesn’t happen by magic. Manager-trainers/coaches must strategically design the training program so that it optimizes the commitment of funding, time and effort necessary to create and implement it. To help … Continued


Best Practices of Top-Performing Frontline Managers

To maximize a team’s abilities, managers must spend a significant amount of time helping team members understand company objectives and coaching them to improve performance. Successful contact center managers have figured out how to address key factors impacting contact center operations, engendering smooth transactions and enhancing the customer experience. Frontline managers who continuously seek quality … Continued


Three Ways to Cultivate Multitalented Agents

Multiple channels are now commonplace in contact centers, changing the way we do business. The goal of a call center is no longer to handle one transaction on one channel, it’s to make sure that customers have a positive experience on every channel, even if that means transitioning from one mode of communication to another … Continued


Use Employee Surveys to Drive Business Improvements

In a recent blog, I wrote about the employee forums I host with InfoCision workers to encourage open conversations about our business and their roles within the company. During these face-to-face meetings, I conduct surveys to help choose topics for discussion, but results are also shared with corporate executives to drive business improvements. I also … Continued