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


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


Using Gamification to Motivate Your Contact Center Staff

Are the rewards you offer your Communicators sufficiently motivating and engaging that they translate into benefits for your customers? That is, are rewards—from employee recognition to paid time off to wages—enough to overcome job stressors in the heightened customer service environment of today’s contact center? Appropriate motivation becomes ever more relevant as Communicator responsibilities continue … Continued


Show Customers You Care

Customers connecting with your contact center are looking for empathy as well as the resolution of their issues. When interacting with your Communicators, they want understanding, not pity. A recent Aspect Software study shows that customers who reported an exceptional contact center experience also rated Communicator empathy very high, at 88 percent. This strongly suggests … Continued


Web-Based Workforce Management Solutions for the Contact Center

Modern workforce management (WFM) solutions allow contact center managers to integrate Web-based scheduling and resource planning, enabling real-time connections with team leaders and Communicators. This sort of visibility into contact center operations helps managers make every second count as business requirements change. WFM tools also facilitate certain work-life balance options, such as working from home. … Continued


Issue Resolution: The Primary Prerequisite for Customer Satisfaction

When customers call into contact centers, they are usually experiencing one of two problems: 1) a billing issue, or 2) product or service assistance. And quick resolution is their aim. Unfortunately, this is not happening regularly. Along with this complaint, customers are growing impatient with companies’ interactive voice response (IVR) systems. Together, these issues have … Continued


Listen Up! Maybe Your Customer Has a Right to Be Angry

Keep in mind that your customers have something at stake when they call you for service—namely money. We can all relate to wanting to protect our interests when we’re at the receiving end of an acquisition. Does your caller feel the quality of your products or services was misrepresented?  Does he or she disagree with … Continued


Gearing Up Your Contact Center for the Holiday Rush

From early October through December, the contact center reflects both the uptick in holiday shopping and the push to hit the year’s projected numbers.  When you’re standing in a line waiting for the doors to open on some retailer’s one-day only seasonal sale, just imagine the hold queues forming in contact centers that didn’t prepare … Continued


Change Your Employee Performance Metrics to Better Reflect Customer Engagement

Are you aware that customer engagement and customer satisfaction are two distinctly different metrics? A recent Gallup poll sheds light on the differences and how each can be measured most effectively. Gallup confirms that engagement is a much higher bar to reach than satisfaction. One doesn’t necessarily follow from the other, and both are strategic … Continued


Get in Touch With Customer Needs

Businesses still struggle to meet customer expectations even as they universally acknowledge the criticality of supporting and engaging customers in today’s digital world. Nowhere are their efforts to provide an optimal customer experience more important than in the contact center—the hub of customer service interactions. Yet, a recent report from Ovum and Boldchat indicates that … Continued