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Tactics for Hiring the Right Communicators for Your Contact Center

Only people uniquely qualified to fit an ideal contact center Communicator profile are going to stick around long enough to justify the investment made to hire and train them. After all, the turnover rate in the contact center industry is between 30 and 45 percent, compared to 15 percent overall for other U.S. industries. So, […] Read More

Expedia: A Case in Customer Crisis

Our society is not without its nastier aspects. People aren’t always nice or polite to each other. Some people have a hard time empathizing with someone else’s pain or treating them the way they’d like to be treated themselves. But when one of these individuals works in your contact center, the danger to your business […] Read More

Contact Centers Can’t Afford Noncompliance

In a recent decision, the Federal Trade Commission raised the civil penalty for certain telemarketing sales law violations from $16,000 to $40,000 per instance, including fines for contacting individuals on Do-Not-Call (DNC) lists. The FTC says the fee was more than doubled to adjust for inflation. The fine had been $16,000 since February of 2009; […] Read More

Too Much Sales Pressure Leads to Negative Results

By Steve Brubaker, InfoCision Chief of Staff “Rigid, relentless sales goals” are the reason, according to a Bloomberg report, that Wells Fargo & Co. employees opened more than 2 million unauthorized accounts since 2011, leading to a federal investigation into whether criminal charges should be filed. Already this year, the bank has agreed to pay […] Read More

Four Tips for Successful Callbacks

By Steve Brubaker, InfoCision Chief of Staff Don’t you love to get a callback option instead of waiting on hold when you reach out to a company? I do. I’m one of those customers who immediately latches on to the callback offer when it’s made. Today’s customers have no patience for idling on hold. For […] Read More

How to Move From Data to Insights to Action

By Steve Brubaker, InfoCision Chief of Staff As a business leader, you are told often enough to harness the data in your organization to drive more-effective decision making. And maybe you’re thinking “easier said than done”—and you’d be correct. It’s a struggle in today’s business environment to rein in data when more and more of […] Read More

Green Companies Lead the Way in Savings, Image and Innovation

By Steve Brubaker, InfoCision Chief of Staff Why is “going green” going mainstream in corporate America? Being environmentally friendly has basically become de riguer for companies that hope to meet consumer expectations. What was once a  competitive differentiator is now simply good business. Here are some of the main reasons that companies are embracing green […] Read More

Use Employee Surveys to Drive Business Improvements

By Steve Brubaker, InfoCision Chief of Staff In a recent blog, I wrote about the employee forums I host with InfoCision workers to encourage open conversations about our business and their roles within the company. During these face-to-face meetings, I conduct surveys to help choose topics for discussion, but results are also shared with corporate […] Read More

Best Practices for Engaging With Your Employees to Boost Business Outcomes

By Steve Brubaker, InfoCision Chief of Staff I find that meeting with workers on a regular basis builds rapport and opens lines of communication, so I host quarterly InfoCision employee forums. I invite workers to participate voluntarily, and they’ve become an eager and receptive audience. After all, we share information pertinent to the business that […] Read More

Employer Benefits From the Ultimate Job Perk: Working at Home

By Steve Brubaker, InfoCision Chief of Staff Employees who yearn for job flexibility see working at home as the ultimate prize—and have been increasingly pushing their companies to provide the perk. Over the past decade, employers have actively started to respond. The share of workers doing some or all of their work at home grew […] Read More

How a Scalable Workforce Supports Business Ups and Downs

By Steve Brubaker, InfoCision Chief of Staff Sometimes even positive experiences like exceeding company growth forecasts can have the unfortunate result of putting stressors on business processes. That is why having a scalable workforce can be the greatest asset for an organization ready to burst at the seams. After all, you don’t want your good […] Read More

Master the Art of Upselling to Drive Contact Center Profits

By Steve Brubaker, InfoCision Chief of Staff Upselling is a profitable initiative that benefits both businesses and customers. The practice is used to add value to a sale already in motion, so what could be more natural? It’s a win-win. Nevertheless, many contact center leaders question how much effort their Communicators should devote to this […] Read More

Picture This: Using Video in Your Contact Center

By Steve Brubaker, InfoCision Chief of Staff The idea of incorporating live video chat into the portfolio of customer service offerings has been knocking around the industry for a while, but it seems to have caught fire lately. The reason for its sudden popularity may be due to several factors that have converged to create […] Read More