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Shining Brightly With Customer Service ‘Extras’

We’ve written a lot on this blog about quality of customer service as a competitive differentiator and its evolving role in business. Of course, the best way to drive home just how important the customer experience is in today’s market is to look at a real-life example. Recently, a story broke about three Lowe’s employees […] Read More

Ensuring Great Customer Service…Right Until the End

When experts discuss the importance of providing high-quality customer service, it is usually as part of a recipe for increasing satisfaction rates, retaining customers and boosting revenues. In other words, these pundits are generally talking about building and improving relationships with existing customers or prospects. But what about a customer who makes the decision not […] Read More

Is Your Customer Service as Good as You Think?

Companies generally don’t aim to provide a mediocre customer experience. In fact, 68 percent of businesses plan to increase what they spend on customer management this year, according to the “2014 Call Center Executive Priorities Report.” Several recent studies further evidence the fact that the majority of businesses now view customer service as a top […] Read More

What the Experts Are Saying About Multichannel Marketing and Customer Service

We are now past the halfway point of 2014 and this year, in particular, I’ve gleaned a lot of valuable insight from customer service and marketing experts. Of course it’s impossible to share every salient point, but here’s a look at our top two choices: Kate Leggett, customer service expert, Forrester “In 2014 and beyond, […] Read More

Independence Day: Freedom from Contact Center Concerns

Every July 4th Americans celebrate the birth of our nation and the freedom our forefathers gained when they broke away to form a democratic republic. As the picnics, celebrations and family gatherings transition back into the work week, it is also a time to reflect on our freedom of choice in a marketplace with a […] Read More

A Halftime Recap for InfoCision in 2014

It’s difficult to believe we’ve already reached the halfway point of 2014. It seems like just last week that much of the country was buried under a continuous onslaught of snow, dreaming of warmer days ahead. Now that the more hospitable weather has finally arrived, I thought it would be a good time to recap […] Read More

What to Look for in a Multichannel Marketing Partner

So you’ve decided your marketing efforts need a serious boost. To get it, you need to team with a partner that offers multichannel marketing solutions. Now comes the tricky part: which partner do you choose? While every company has its unique needs, there are a few things you must ensure your partner can provide before […] Read More

Exciting Takeaways from Epic Experts

Just over a week ago, InfoCision sponsored and attended the InterAction 2014 marketing summit at The Taylor Institute for Direct Marketing—and the highly anticipated event did not disappoint! This year’s conference was particularly exciting, as it featured contributions from some of the leading voices in the marketing space. Joe Pulizzi, founder of the Content Marketing […] Read More

Five Steps to Becoming a First-Class Customer Service Organization

As a business executive you are probably well aware by now that customer service is a top competitive differentiator. In fact, according to a recent report from research firm Walker, quality of customer service will overtake price and product as the single most important differentiator by 2020. While that is certainly useful information, it’s doesn’t […] Read More

Happy 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 are also more productive. The proof is in the numbers: revenue for Fortune’s list of “100 Best Companies to Work For” increased […] Read More

Contact 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, and the contact center is certainly no different. After years of feeling around in the dark for solutions that drive contact center ROI, businesses finally […] Read More

From a Customer Experience to a Customer Journey

Years ago, a company’s interaction with customers was largely limited to two points of contact. A consumer interested in a product would come into a brick-and-mortar store location and speak with a sales representative. If the consumer made a purchase and had a question or problem down the line, he or she would call a […] Read More

Stretching Nonprofit Resources with a Multichannel Marketing Partner

For nonprofit organizations, rarely a day goes by without worrying about resource allocation. In its most recent annual survey, the Nonprofit Finance Fund found that 56 percent of nonprofits were unable to meet demand for services in 2013—the highest number on record. Additionally, these organizations identified long-term financial stability as the greatest challenge they currently […] Read More