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Virtual Contact Centers Reduce Fixed Costs and Employee Turnover

By Steve Brubaker, InfoCision Chief of Staff Virtual contact centers—hosted in the cloud—offer minimal capital investment, cost-effective scalability, high levels of reliability and security and 24/7 technical support. With these benefits, many contact center decision makers are finding they can integrate their headquarters, remote offices and outsourced locations into one virtual contact center. Communicators simply […] Read More

Optimizing Contact Center Efficiency With Automatic Dialers

By Steve Brubaker, InfoCision Chief of Staff Want to add one simple contact center tool to your arsenal that will improve Communicator effectiveness by 200 to 300 percent and provide a quick return on investment? Look no further than an automatic dialer. Especially if you’ve been dialing potential or existing customers manually or using a […] Read More

Contact Center Strategies, Part 2: New-Generation Call Recording and Monitoring

By Steve Brubaker, InfoCision Chief of Staff In the battle to improve customer satisfaction and loyalty, call recording and monitoring still rule the day. In this Part 2 of our series (see Part 1 here) on contact center strategies for 2017, based on findings relayed in a new report from ContactBabel, I focus on how […] Read More

Hosted Contact Center Market Set to Flourish

By Steve Brubaker, InfoCision Chief of Staff Contact centers, both in-house and outsourced, help enterprises in many ways—from providing a better customer experience to increasing productivity to providing the latest technologies for generating valuable business intelligence. When the contact center is hosted in the cloud, additional benefits abound, such as assured disaster recovery, ease of compliance […] Read More

Contact Center Strategies, Part 1: Multichannel Workforce Management

By Steve Brubaker, InfoCision Chief of Staff By now you know that your contact center strategy must be focused on the methods and solutions you employ to improve the quality of the customer experience. What this means for your 2017 strategy is more of the same: more insights into each customer and Communicator so you […] Read More

Customer Experience Predictions for 2017

By Steve Brubaker, InfoCision Chief of Staff Customers are leading businesses by their noses into the new year. Some companies are going kicking and screaming into 2017 while others have geared up to meet the demands of a customer-driven marketplace and are sliding more comfortably into the future. Arm-in-arm with keeping up with customer demands, […] Read More

Best Practices of Top-Performing Frontline Managers

By Steve Brubaker, InfoCision Chief of Staff To maximize a team’s abilities, managers must spend a significant amount of time helping team members understand company objectives and coaching them to improve performance. Successful contact center managers have figured out how to address key factors impacting contact center operations, engendering smooth transactions and enhancing the customer […] Read More

Web-Based Workforce Management Solutions for the Contact Center

By Steve Brubaker, InfoCision Chief of Staff 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 […] Read More

Long Hold Times Spell Disaster for Contact Centers

By Steve Brubaker, InfoCision Chief of Staff It’s no mystery that customers would prefer immediate service to being put on hold while awaiting customer service support. But how damaging is the hold practice to your business? Consider that 32 percent of respondents to an online Google survey said, “none,” when asked how long they’d be […] Read More

Maximize Use of Analytics to Optimize Customer Relationships

By Steve Brubaker, InfoCision Chief of Staff Analytics has taken the identification of contact center issues from gut instinct—or random sampling as managers walk the floor—to a science. It can help contact center leaders get to the root cause of problems, better enabling their resolution. In concert with the right applications, analytics can be used […] Read More

Keep Pace With E-Commerce Trends in the New Year

By Steve Brubaker, InfoCision Chief of Staff Your online business must be responsive—not only to visitors but to trends which, if ignored, may trip you up eventually. With the quick pace of modern societal and technological advances, organizations need to keep a finger on the pulse of their industries and develop the agility to react […] Read More

Skyrocketing Mobile Usage: Impact on the Contact Center

By Steve Brubaker, InfoCision Chief of Staff Is your contact center ready for the ongoing mobile onslaught predicted for 2017? E-commerce will never be the same as consumers continue to make more and more purchases from their mobile devices. What’s the impact on the contact center? It will be an extension of the impact being […] Read More

Issue Resolution: The Primary Prerequisite for Customer Satisfaction

By Steve Brubaker, InfoCision Chief of Staff 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 […] Read More