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Make New Friends and Keep The Old: A Lesson In Customer Retention

By Steve Brubaker, InfoCision Chief of Staff You might be familiar with the saying, “Make new friends and keep the old, one is silver the other is gold.” Well, the same is true in the customer care space. While it’s certainly important for companies to acquire new clients, it’s just as important—if not more—to focus on […] Read More

Don’t Let the Holiday Customer Care Surge Sneak Up On You

By Steve Brubaker, InfoCision Chief of Staff The recent surge of holiday-themed commercials and decorations are alarming reminders that the holidays are right around the corner. And in the contact center space this means it’s time to batten down the hatches, so to speak, to prepare for an influx of customer care inquiries. This year […] Read More

Looking at Customer Care as a Philosophy

By Steve Brubaker, InfoCision Chief of Staff A recent article from Customer Think quotes the customer care expert, Shep Hyken, as saying, “Customer service is not a department. It is a philosophy.” You might be thinking to yourself, what exactly does Hyken mean by that? Simply put, great customer care isn’t just the responsibility of […] Read More

Make Strategic Thinking Communicators’ Top Priority

By Steve Brubaker, InfoCision Chief of Staff “What makes a good Communicator?” This is the most critical question that’s on many contact center leaders’ minds, as customer care becomes increasingly important to their company’s viability. While being a superb conversationalist and possessing a pleasant disposition are both very important characteristics, these traits aren’t what separate […] Read More

Three Customer Care Practices That Drive Consumers Crazy

By Steve Brubaker, InfoCision Chief of Staff The contact center is one of the most important arms of a business. After all, contact centers are responsible for managing customer care and maintaining consumer retention. But, identifying what makes a customer tick, however, isn’t always easy for contact center employees. After all, no two customers are […] Read More

Can Expressing Corporate Social and Environmental Views Gain Customer Engagement?

By Steve Brubaker, InfoCision Chief of Staff In the past when a consumer was looking for a product or service, he or she tended to focus solely on price and quality. Today’s consumers, however, now have added something else to their decision -making list; corporate social responsibility (CSR). CSR is a business practice in which […] Read More

The Time is Now For Predictive Analytics

By Steve Brubaker, InfoCision Chief of Staff There’s no denying the fact that technology has transformed the contact center, allowing businesses to better care for customers, improve business processes and boost revenue. One such technology that’s affecting positive change within many organizations is predictive analytics. In fact, the  analytics market is booming. Valued at roughly […] Read More

Three Primary Characteristics of Successful Customer Care Leaders

By Steve Brubaker, InfoCision Chief of Staff There is no denying that as a customer care leader you have a lot on your plate. At any given time, you could be juggling dozens of tasks. Not only are you responsible for mentoring and managing employees, but you’re also tasked with implementing effective strategies—all of which […] Read More

How to Make a Positive Comeback in the Customer Care Space

By Steve Brubaker, InfoCision Chief of Staff At the end of the day, we must realize that no company is perfect, not even our own. Whether our technology proves disadvantageous or our employees make mistakes, it’s important to remain humble and learn how to triumph in times of adversity. No matter what obstacles you’re facing […] Read More

The Best Way to Handle Customer Challenges: Kill Them With Kindness

By Steve Brubaker, InfoCision Chief of Staff At some point we must be honest with ourselves, we can’t provide perfect care 100 percent of the time. No company is perfect. There’s simply no way to avoid receiving at least a handful of negative reviews. Oftentimes, the person on the other end of the phone could […] Read More

The Big (Global) Picture in the Contact Center Space

By Steve Brubaker, InfoCision Chief of Staff Consider this; there are 3.75 billion active Internet users, 2.206 billion active social media users, 3.734 billion unique mobile users, and 1.925 billion active mobile social users currently living in the world. The ubiquity of digital channels is precisely why contact center leaders are now racing to implement […] Read More

Why Customer Care Week Should be Customer Care Year

By Steve Brubaker, InfoCision Chief of Staff Just recently, businesses across the country celebrated “National Customer Service Week.” As such, businesses put forth extra effort to ensure their consumers’ felt special and even awarded loyal buyers with small discounts to show their appreciation. While recognizing your customers on this special day is quite thoughtful, I […] Read More

Why Customer Care Interactions Should Transcend The Phone Line

By Steve Brubaker, InfoCision Chief of Staff Your Communicators are skilled in resolving problems efficiently so that customers aren’t left on hold and that each phone call is quickly answered and ended, one after the other. That’s wonderful, but what about after the phone call is over? Will your Communicators’ degree of customer care resonate […] Read More