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Become a Better Leader in 2015

By Steve Brubaker, InfoCision Chief of Staff As 2014 winds down, it’s natural to begin thinking about how you can make 2015 a better year for your business. As an executive, it’s up to you to set a positive tone and lead your employees toward success, so you want to hit the ground running. But […] Read More

You Can’t Expect the Return Without the Investment

By Steve Brubaker, InfoCision Chief of Staff If you’ve sustained a successful career in business—or even if you haven’t—chances are you’ve heard that “you have to spend money to make money” more than a few times. Although it may be a cliché, the saying also happens to be true, especially as it relates to contact […] Read More

Putting the Customer’s Needs Above Yours Is Just Good Business

By Steve Brubaker, InfoCision Chief of Staff Almost everyone has had the experience: You are sitting down to dinner and just as you pick up your fork, the phone rings. You get up from the table to answer—it could be an emergency after all—and there is a telemarketer on the other end of the line, […] Read More

How Charity Work Helps Build Team Spirit

By Steve Brubaker, InfoCision Chief of Staff This is the time of year where we tend to reflect on our lives and consider those who are less fortunate. As we enjoy the holidays, it’s always important to remember that there are many people out there struggling to get by. Charity work is always great, but […] Read More

Do You Have a Company Newsletter? Here’s Why You Should

By Steve Brubaker, InfoCision Chief of Staff Have you noticed some of your employees in different departments don’t know each other’s names? Is it common for two of your workers to walk past one another without even saying hello? If you’re seeing these trends around your office, don’t feel bad because you’re far from alone. […] Read More

One-to-One Marketing: Fact or Fiction?

By Steve Brubaker, InfoCision Chief of Staff If you’ve heard about one-to-one marketing and are still a little skeptical, I understand. After all, it’s difficult to believe that it’s possible to deliver such personalized attention to each individual customer or prospect. Even if you’ve heard that your competition is engaged in one-to-one marketing, you may […] Read More

Three Contact Center Technologies to Be Thankful for This Year

By Steve Brubaker, InfoCision Chief of Staff Thanksgiving is a time of reflection and giving thanks. While we are all thankful for friends and loved ones, there is also plenty to be thankful for as a contact center manager—like the invaluable tools that ensure high contact center services ROI. Help yourself to a warm piece […] Read More

Let a Contact Center Services Provider Make the Holidays Happy

By Steve Brubaker, InfoCision Chief of Staff Every C-level executive and contact center manager can feel it coming; the holiday season is rapidly approaching, which means every department is going to be extremely busy from Thanksgiving until New Year’s. In the past, you may have strived to just “get through” or “survive” this hectic time, […] Read More

Time to Start Planning Your 2015 Marketing Strategy

By Steve Brubaker, InfoCision Chief of Staff As Thanksgiving, Black Friday, Cyber Monday and the sprint to the end of the year approach, the impulse to delay planning your 2015 marketing strategy is certainly understandable. Until the calendar flips, every department at your company is going to be in overdrive dealing with customers. At the […] Read More

If an Offer Doesn’t Reach Your Customers, Does it Make a Sound?

By Steve Brubaker, InfoCision Chief of Staff We’ve all heard the philosophical question asked: If a tree falls in a forest and nobody hears it, does it make a sound? That debate will probably go on forever. But as we reach the home stretch of 2014, InfoCision would like to pose a different question: If […] Read More

Is Your Contact Center Ready to Be Truly Great This Holiday Season?

By Steve Brubaker, InfoCision Chief of Staff Black Friday and Cyber Monday are right around the corner, and that means contact centers need to kick operations into high gear. This influx of calls is generally a mix of buyers—although some consumers prefer to shop in brick-and-mortar stores, many choose to call in and make purchases […] Read More

Common Sense and Instinct Plays a Role in Customer Service

By Steve Brubaker, InfoCision Chief of Staff Providing a high quality of customer service can require empathy, knowledge of the customer’s pain points or even technological solutions that help make the process easier for the consumer. Sometimes, however, all it takes is a little common sense. In one case 24-year-old woman was refused at a Starbucks […] Read More

The Importance of Staying Connected With Your Employees

By Steve Brubaker, InfoCision Chief of Staff It’s that dreaded statement no boss wants to hear from his or her superstar employee: “Do you have a moment? I need to talk to you about something.” Sure it can be as harmless as asking a question about a strategic initiative, but it also could be the […] Read More