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The Tools You Need to Augment Your Quality of Customer Care

By Steve Brubaker, InfoCision Chief of Staff Boy, how customer care practices have changed over the past few decades.  It’s amazing how quickly technology and the Internet impacted the way we interact, conduct business, and make purchasing decisions. Now contact centers should be utilizing the wealth of advanced technology and Web-based marketing and customer care […] Read More

To Live Chat, or Not to Live Chat? That is the Customer Care Question

By Steve Brubaker, InfoCision Chief of Staff The combination of multi-channel marketing solutions you choose to implement in your customer care strategy weighs heavily on your customers’ preferences. That’s right, it’s up to your customers to shape your contact center’s use of preferred communications methods. After all, if you don’t heed the clues your customers […] Read More

How to Keep Your Communicators Cool This Summer

By Steve Brubaker, InfoCision Chief of Staff While we long for the balmy summer months during the dead of winter, we oftentimes yearn for a blast of cool air once the humidity and the scorching heat finally arrives. And even though summertime brings to mind careless days relaxing on the beach and cookouts in the […] Read More

Are You Compliant with the New FCC Rules?

By Steve Brubaker, InfoCision Chief of Staff On Thursday June 18th, the FCC approved a TCPA Declaratory Ruling that is meant to “protect consumers from unwanted robocalls and texts.” The ruling was approved by a vote of 3-2 and the official text was released, and became effective, on Friday July 10th. So, what does this […] Read More

Dedication: The Differentiating Factor in Contact Center Success

By Steve Brubaker, InfoCision Chief of Staff World-class athletes don’t just make it to the Olympics over night. And no matter how well they train or how intrinsically talented they may be, the driving factor of their ultimate success is their unrelenting dedication to the sport. And while there certainly aren’t any pole vaults or […] Read More

Why Providing Agents with Analytics is Essential to Your Success

By Steve Brubaker, InfoCision Chief of Staff In The Art of War, Sun Tzu writes that “Every battle is won or lost before it is ever fought,” referring to the immense preparation that is necessary to be su ccessful in war, and the need to arm soldiers with all the tools they might need. The […] Read More

Three R’s of Contact Center Success: Relationships, Retention, ROI

By Steve Brubaker, InfoCision Chief of Staff The goal of any contact center is to provide effective assistance to customers, which in turn maximizes businesses’ contact center services ROI. So, what’s ROI made of? In truth they can be boiled down into three R’s: relationships, retention, and ROI. It is vital that contact center managers […] Read More

The Top Customer Care Trends Contact Centers Must Consider

By Steve Brubaker, InfoCision Chief of Staff Due to the recent advancements in the contact center space from more intuitive technology to more strategic multichannel marketing services, organizations have been able to adjust their brand focus to what (or who) truly matters most: the customer. In fact, Forrester’s report “Trends 2015: The Future of Customer […] Read More

Sometimes it’s Okay To Go Unscripted

By Steve Brubaker, InfoCision Chief of Staff According to ICMI Research, 45 percent of consumers will switch to voice for online transactions if their needs aren’t being met or if their questions or concerns are not addressed immediately by an automated system. Therefore, it’s important that contact center agents be prepared to handle calls swiftly […] Read More

Why There’s No Room for Perfectionists on the Road to Success

By Steve Brubaker, InfoCision Chief of Staff In the wake of the U.S. Women’s National Team’s run to the World Cup, soccer fever has once again swept through America. But with that spotlight has come increased scrutiny as well. As Skip Weisman, a leadership and workplace communications expert pointed out, despite the fact that the […] Read More

Active Listening: An Agent’s Key to Customer Care Success

By Steve Brubaker, InfoCision Chief of Staff Being a contact center agent can be extremely hectic. Amidst fielding calls, finding solutions, answering questions and entering data, it can be easy to lose sight of the premier task at hand: helping customers solve their problems quickly and free of frustration. Regardless of how chaotic the business […] Read More

Why Customer Care Is Worth More Than Advertising

By Steve Brubaker, InfoCision Chief of Staff Well-executed advertising campaigns can be important in attracting new customers, but at the end of the day excellent customer care is the most vital ingredient for successfully conducting business. Having a company with a strong advertising arm but poor customer care is like driving a $50,000 car with […] Read More

Engaging Your Customers Starts With Engaging Your Agents

By Steve Brubaker, InfoCision Chief of Staff One of the keys to providing quality customer care is to keep contact center agents engaged in their work. After all, agents who are dissatisfied or bored with their jobs are less likely to go the extra mile to help customers. Customers can also sense if the person […] Read More