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Superior Customer Care and Philanthropy Intersect At Zulily

By Steve Brubaker, InfoCision Chief of Staff Recently, fashion retailer Zulily made a bold customer care decision that’s gaining the company a great deal of social media attention. Here’s what happened: When a customer called into the customer care center saying that a coat she had ordered online simply didn’t fit well and that she’d […] Read More

Sprint to Replace Customer Care Employees With ‘Self-Service’ Support

By Steve Brubaker, InfoCision Chief of Staff In hopes of turning around a tough quarterly operating loss of $197 million, wireless company Sprint is replacing some of its employees with, well, robots. The company is reportedly cutting 2,500 jobs, including 2,000 in customer care. To replace 2,000 of its customer service agents, the company is implementing […] Read More

Optimize Your Call Center With The Right Technology Solutions

By Steve Brubaker, InfoCision Chief of Staff It’s quite likely that you’ve set some lofty goals for 2016. Perhaps you want to improve your overall call resolution or decrease your call abandonment score.  Whatever your goal may be, it’s important that you provide employees with the right set of technology tools to help them succeed. […] Read More

Three Ways to Score a Customer Care Touchdown

By Steve Brubaker, InfoCision Chief of Staff Super Bowl 50 is just around the corner and players on the Denver Broncos and Carolina Panthers are tirelessly preparing for the big game with the hopes that they’ll bring home those coveted championship rings. While your Communicators aren’t diving head first into a tackle or running to […] Read More

Three Ways to Stay Focused In A Hectic Workplace

By Steve Brubaker, InfoCision Chief of Staff There is no getting around the concert of loud voices, phone rings and clacking of keyboards that takes place in the contact center day-in and day-out. It’s enough to make even the calmest person go a bit crazy at times. In fact, 2015 research commissioned by Plantronics found […] Read More

Does Your Company Culture Support Your Customer Care Motto?

By Steve Brubaker, InfoCision Chief of Staff Any company can say they are dedicated to providing the best possible quality of customer care and create a catchy slogan saying so. However, putting action behind those words is an entirely different story. For this reason, it’s important that companies ensure their company culture supports their outward […] Read More

Why You Can’t Buy Customer Loyalty

By Steve Brubaker, InfoCision Chief of Staff It’s likely that improving customer loyalty is a priority on most companies’ New Year’s resolutions list. After all, customer loyalty has proven to boost a company’s bottom line time and time again. According to research from Bain and Company, the longer the relationship with an online retailer, the […] Read More

Contact Center Leaders: Take a Page From the Ritz-Carlton’s Book

By Steve Brubaker, InfoCision Chief of Staff The luxury hotel industry is not for the faint-hearted, as there is immense competition. In fact, it seems as though everyday there’s a new competitor entering the ring. One hotel, however, has managed to strike a chord with customers and keep them coming back for more. The Ritz-Carlton, […] Read More

Three Old-Fashioned Customer Care Tactics That Still Work

By Steve Brubaker, InfoCision Chief of Staff Its 2016 and contact centers across the globe are working toward becoming more technologically savvy. And while it’s important to keep up with trends so as not to fall behind your competitors, it’s equally important to continue employing tried-and-true customer care techniques that have garnered success for ages. […] Read More

Constructive Criticism is Crucial to Employee Growth

By Steve Brubaker, InfoCision Chief of Staff Customer care is one industry that is embodied by communication, whether digitally or over the phone. As such, employees within this space must exemplify excellent interpersonal and oral communication skills. With that said, the standards for communication and social skills are in a constant state of flux as […] Read More

Five Ways to Improve Your Customer Experience This Year

By Steve Brubaker, InfoCision Chief of Staff In the customer care space, there is always room to improve. Even if you’re part of a company that’s proven success year after year, you can still be doing something more to intrigue potential customers and surprise and delight the existing ones. As such, there is simply no […] Read More

How to Always Tell Your Customers ‘Yes’

By Steve Brubaker, InfoCision Chief of Staff As a customer care leader, you do your best to give your Communicators the necessary tools to successfully navigate almost every situation they will encounter. Oftentimes, there is simply no adequate solution to a problem a customer is facing. During these rare situations, it’s of the utmost importance […] Read More

How to Stand Out In a Fiercely Competitive Marketplace

By Steve Brubaker, InfoCision Chief of Staff Today, it’s hard for brands to stand out from their competitors, as every business leader is trying to outdo their rivals with better marketing, more competitive pricing, and improved product suits. It seems as though everyday there’s a new business entering your respective market and vying for your […] Read More