Legal and Compliance – A Driving Force Behind High Quality

In the Call Center industry, some very complicated regulations and laws have been established at both state and national levels, in attempt to protect the consumer.  InfoCision employs expert legal counsel to ensure we stay apprised of new and updated regulations.  InfoCision is regulated by many entities – from individual Secretary of State offices to … Continued


Five Ways to Improve Your Customer Experience This Year

In the customer care space, there is always room to improve. Even if you’re part of a company that’s proven success year after year, you can still be doing something more to intrigue potential customers and surprise and delight the existing ones. As such, there is simply no better time to ramp up your customer … Continued


Three Steps to Improving Your Quality Control

In our recent blog post titled, “Are Your Agents on the Same Page?” I offered some advice on how to ensure your agents produce consistent results across the board. After all, inconsistency among agents can lead to customer dissatisfaction, because speaking to an enthusiastic customer care agent and receiving a lackluster and blatantly uninterested agent … Continued


Are You Spending Enough Time on Quality Assurance?

When’s the last time you received a well-rounded view on the quality of your contact center’s procedures? If you don’t use a regular method of quality assurance to stay abreast of recurring issues—think frustrated customers and ill-informed agents—then you aren’t serving up the best possible quality of customer care. Rather than turn a blind eye … Continued


Getting More Out of Your Contact Center Than Just Great Service

Customer service is now among the most important factors in all of business—that is a simple fact. A recent report from Walker, in fact, revealed that customer service will overtake price and product as the key brand differentiator by 2020. As crucial as customer service is, though, today’s contact centers must help organizations do more … Continued


Three Keys to Contact Center ROI Success

If your contact center has been simply plodding along operating at an adequate but monotonous level, perhaps it’s time to re-examine your approach. Every organization would like to generate a greater contact center ROI, driven by hard statistics like the one from a CEI survey stating that 86 percent of buyers will pay more for … Continued


When It Comes To Service, Your Customers Have a Long Memory

If you have been keeping up with our blog, by now you are well aware of the impact that customer interactions have on business. In this same vein, you know that top-of-line quality of customer service is critical for improving customer retention, which in turn has profound power over your company’s bottom line. According to … Continued


Quality Assurance Drives Higher Return on Your Contact Center Investment

From improving customer service levels to aiding in brand management, the benefits of a comprehensive quality assurance system can have a big impact on the bottom line of your programs In business, the word “quality” is often thrown around. But what does “quality” really mean in the contact center industry and what are the benefits … Continued


Fundraising Part 3: Compliance and Nonprofit Fundraising

So far in the first two posts in our fundraising series, I’ve covered some different ways professional fundraisers help nonprofits to raise funds, through acquisition campaigns and by enhancing long-term donor value.  These approaches require a great deal of strategy and creativity in getting the right message to the right donor at the right time … Continued


New Ideas are Vital to Corporate Growth

Innovation is essential for a company to grow and remain competitive. New ideas, whether they are simple and help save costs, or complex and grow and transform the business must be encouraged and rewarded.  Every valid concept that can be implemented to improve an aspect of the company is important to overall success. At InfoCision … Continued