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 ArticleHappy Employees: The Underrated Business Key
A positive work environment filled with happy employees makes going to work every day a much more pleasant experience. But what some business owners may not know is that happy, more fulfilled workers...
View ArticleAre You Protecting Your Contact Center Investment?
As an executive, you are quite familiar with resource management. When you earmark your company’s hard-earned money for a project or purchase, you expect to see a return on that investment. When you...
View ArticleAre All Your Departments Working Together?
Using a Band-Aid to cover up recurring issues and inquiries simply won’t cut it anymore in customer service. Today’s contact centers need to do more—and it all starts by collecting customer service...
View ArticleGoing Back to School on Contact Center Best Practices
With autumn around the corner, students across the country have grabbed their backpacks and headed back to school for a new year of learning. For the first few weeks of the school year teachers will...
View ArticleMaximize Contact Center ROI by Stepping Outside of the Box
By Steve Brubaker, InfoCision Chief of Staff Perspective is quite impactful in our everyday lives; even down to how we experience the temperature outdoors. You see, 50 degrees in October sends a chill...
View ArticleThree Quick Ways to Boost Contact Center ROI
By Steve Brubaker, InfoCision Chief of Staff As a business leader who has invested in an array of advanced contact center services, great importance weighs on seeing the ROI of these various tools....
View ArticleThe Key Ingredient to Call Center Success
By Steve Brubaker, InfoCision Chief of Staff It may sound sentimental at first, but an important variable in contact center services is empathy. Think about your best customer care experience; the...
View ArticleThree Ways to Produce Sky High ROI
By Steve Brubaker, InfoCision Chief of Staff A recent article from The Guardian struck me interesting. The news discussed an airline company, Ryanair, which claimed that its “softened” customer care...
View ArticleBusiness and Social Intelligence: Why You Need Both in Your Contact Center
By Steve Brubaker, InfoCision Chief of Staff Where do technology and empathy meet in the middle? In the contact center space—that is, a bit of both human compassion and hard hitting data is required to...
View ArticleMust-Have Traits for Successful Nonprofit Fundraising
By Steve Brubaker, InfoCision Chief of Staff When it comes to fundraising for the nonprofit space, contact centers are often the muscle behind producing results. In other words, the success of...
View ArticleAre Your Agents on the Same Page?
By Steve Brubaker, InfoCision Chief of Staff Consumers turn to their favorite brands’ customer care hotlines for guidance, a quick solution and hopefully a pleasant, concise interaction. So, imagine...
View ArticleStudy Shows Outbound Marketing Generates Most Leads
By Steve Brubaker, InfoCision Chief of Staff When you’ve got a best-in-class contact center as your business partner, you have more than just great B2B customer care support, you have help with meeting...
View ArticleDo Your Agents Have the Right Tools to Succeed?
By Steve Brubaker, InfoCision Chief of Staff Customer care within the contact center space is downright competitive these days thanks to the integration of cutting-edge technology and consumers’...
View ArticleThe Importance of Market Segmentation in Nonprofit Fundraising
By Steve Brubaker, InfoCision Chief of Staff Careful preparation and appropriate research must be executed before contact center supervisors and contact center agents can actively participate in...
View ArticleWhy Customer Care Is Worth More Than Advertising
By Steve Brubaker, InfoCision Chief of Staff Well-executed advertising campaigns can be important in attracting new customers, but at the end of the day excellent customer care is the most vital...
View ArticleSometimes it’s Okay To Go Unscripted
By Steve Brubaker, InfoCision Chief of Staff According to ICMI Research, 45 percent of consumers will switch to voice for online transactions if their needs aren’t being met or if their questions or...
View ArticleThree R’s of Contact Center Success: Relationships, Retention, ROI
By Steve Brubaker, InfoCision Chief of Staff The goal of any contact center is to provide effective assistance to customers, which in turn maximizes businesses’ contact center services ROI. So, what’s...
View Article
