How a One Stop Shop Contact Center Solutions Provider Can Help Maximize ROI
For years, contact centers consisted primarily of agents who fielded incoming calls and did their best to resolve customer inquiries or concerns. As contact center managers are well aware, however,...
View ArticleThree 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...
View ArticleContact Center ROI in the 21st Century
Perhaps the three most sought-after—and often elusive—letters in business are ROI. Companies are constantly on the lookout for ways to increase investments they make in any aspect of their business,...
View ArticleGet to Know Your Customers Better in 2015
By Steve Brubaker, InfoCision Chief of Staff You know your loyal customers’ names and contact information, but do you know them on a truly personal, customized level? For example, when an individual...
View ArticleChoosing a Contact Center Partner: Why Experience Counts
By Steve Brubaker, InfoCision Chief of Staff Understanding organizational limitations is a crucial requirement for a successful executive. If you’ve determined that your organization needs some outside...
View ArticleGetting Comfortable With the Outsourcing Model
By Steve Brubaker, InfoCision Chief of Staff As a contact center manager, you may be kept busy all day conveying guidance and instructions to agents. If that’s the case, you may want to step back from...
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Exploring the Multichannel Marketing Ecosystem
By Steve Brubaker, InfoCision Chief of Staff As of late, the preferred method of customer service isn’t necessarily through the telephone. Consider the consumer habits of millennials—a generation...
View ArticleDo Your Agents Pass the Stress Test?
By Steve Brubaker, InfoCision Chief of Staff Imagine for a moment you’re on the line with a taxing customer; at the same time you’re in the midst of searching for an answer for another caller all while...
View ArticleCustomer Care Industry More Optimistic Than Ever Before
There’s no denying the fact that the customer care industry has gotten a bad rap over the years, as today’s consumers have higher expectations than ever before. In fact, a recent survey from Parature,...
View ArticleIt’s Time to Start Planning New Strategies For 2016
By Steve Brubaker, InfoCision Chief of Staff Believe it or not, the final months of the year are upon us and before you know it, we’ll be consumed by the holiday season. Before you and your employees...
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