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


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