Improve the Customer Experience Through Positive Company Culture

Do your Communicators like coming to work? If the answer is yes, then congratulations! If not, it might be time to evaluate your company culture. As a contact center manager who is tasked with improving the customer experience, you know that positivity in the workplace spills over into customer interactions. But culture is about more … Continued


Three Ways to Celebrate Summer All Year Long In the Contact Center

Summertime brings to mind the sound of waves gently crashing on the beach, the smell of burgers on the grill and the feeling of excitement from lighting firecrackers on the Fourth of July. You can capture such positive summer sensations in your contact center all yearlong—delighting and satisfying employees and customers—by employing a few strategic … Continued


Ways to Make Morale a Priority

It’s hard to pin down a definition of high or low morale in the workplace, but you know it when you see it. A team with high morale is confident they can do the job, disciplined about performing it, and motivated to tackle whatever comes their way. On the other hand, low morale looks just … Continued



The Value of the First Impression

Sometimes, one shot is all you get. As harsh as that may sound, that is exactly the mentality that is required to succeed in any competitive environment. In our industry, whether it is taking a customer service call, or asking for a donation, our Communicators only have one opportunity to make sure each customer or … Continued


Data and its impact on customer experiences

In business, there are few things as important as a customer’s experience. The customer service you provide has a huge impact on the overall perception people have when dealing with your organization. Often times, companies and organizations have collected plenty of data on their customers and donors, but are unsure what exactly to do with … Continued


TCPA Legal Action Thrown Out

Recently, I came across a blog post about a TCPA class action lawsuit that was thrown out for being frivolous to say the least. Without getting into too much detail, a man recently tried to sue Citibank, claiming that its direct marketing efforts were a violation of the federal Telephone Consumer Protection Act. The man … Continued


Mobile Marketing in the Call Center

One of the technologies that is gaining interest among direct marketers and their audiences is mobile marketing. I sat down with our Chief Technical Officer Mike White for a short Q&A to talk about how mobile technologies are changing the way direct marketing works. What factors drive the growth in text marketing? Definitely the rise … Continued


More information helps donors make more educated decisions

I highly suggest everyone read the article by Dan Pallotta, Why Can’t We Sell Charity Like We Sell Perfume? published in The Wall Street Journal, September 15, 2012. It provides a compelling look at nonprofit organizations and why there is a need to change how the public thinks about charity. Here’s a short except from … Continued


Here’s the story that wasn’t told

The important fact is that all Nonprofit organizations need to raise money which is essential to their success and all the good works they accomplish.  InfoCision supports their missions by carrying the majority of the costs of fundraising for them.  We do NOT keep the money raised.  Nothing could be further from the truth!  Each … Continued