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Picture This: Using Video in Your Contact Center

By Steve Brubaker, InfoCision Chief of Staff The idea of incorporating live video chat into the portfolio of customer service offerings has been knocking around the industry for a while, but it seems to have caught fire lately. The reason for its sudden popularity may be due to several factors that have converged to create […] Read More

Change Your Contact Center for the Better As the Season Changes

By Steve Brubaker, InfoCision Chief of Staff Change is all around us. The leaves are falling. The air is getting crisp. As we turn the corner into fall, feed off of the seasonal energy and update your contact center strategy. Here are some practical steps you can take to inspire your team and boost attitude—and […] Read More

Why You Need to Go Beyond a Single Score to Improve Customer Service

By Steve Brubaker, InfoCision Chief of Staff You’re doing all you can to ensure that your contact center is providing customers with optimal service. Perhaps you’ve measured your performance using metrics like Net Promoter Score (NPS) and first contact resolution, or have looked even deeper into customer satisfaction by measuring your customer effort score (CES). […] Read More

Where You Should Engage With Certain Demographics for Best Results

By Steve Brubaker, InfoCision Chief of Staff To create brand engagement, companies must learn the ins and outs of how consumers communicate across the multiple channels available today. Understand that each brand—and even each brand offering—has a unique base of potential and existing buyers. In other words, don’t spend time learning where millennials engage with […] Read More

It Takes a Strong IT Team to Run a Call Center

By Steve Brubaker, InfoCision Chief of Staff Think about all of the different components that must fall into place for a high-quality phone interaction between a Communicator and a customer. First, the incoming call must be received by the business network. Then, data must travel through the network over a system of cables, routers and […] Read More

Getting Contact Center Data Into the Right Hands to Improve Processes

By Steve Brubaker, InfoCision Chief of Staff Your contact center leaders have collected enough data on your customers to ensure that the contact center can meet their needs and remain a vital force in achieving company goals. But these leaders can’t make the necessary changes on their own; your contact center does not function well […] Read More

Enhance Your Digital B2B Strategy to Attract More Buyers

By Steve Brubaker, InfoCision Chief of Staff Is your company one of the many investing more marketing dollars in digital channels these days? If so, your organization is following the trend to sagely engage customers where they “live,” i.e., the spaces they frequent when looking for information on products and services. In fact, 82 percent […] Read More

Protocols and Etiquette for Texting in the Contact Center

By Steve Brubaker, InfoCision Chief of Staff In a world of ever-changing technology, your contact center should be avidly looking to implement the “latest and greatest.” With a new generation of customers, the millennials, comes a new preferred channel of communication, text messages. Texting, also known as Short Message Service (SMS), is perfectly positioned to […] Read More

Tips for Offering Feedback in the Contact Center

By Steve Brubaker, InfoCision Chief of Staff As a contact center leader, you spend a great deal of time observing Communicators during customer interactions. In this way, you have become quite familiar with the individual strengths and weaknesses of your team members. Your job is to convey these observations to your Communicators on a regular […] Read More

Differentiate Your Brand With Unbeatable Customer Experiences

By Steve Brubaker, InfoCision Chief of Staff How do you achieve success in a saturated market, where hundreds of other companies are offering products similar to yours? It requires finding a way to stand out from the pack to capture the attention of consumers. One easy way your brand can do this is to create […] Read More

Customer Care: A Magnet for Consumer Retention

By Steve Brubaker, InfoCision Chief of Staff We are in a new era of consumer relations: the Information Age. With technology readily available to your customers, your contact centers have to be more effective than a Google search when addressing their needs. Although this will require extra effort, you’ll notice a great increase in your […] Read More

Why the Phone Provides High-Value Leads

By Steve Brubaker, InfoCision Chief of Staff Recent research by BIA/Kelsey predicts that annual calls to businesses from smartphones will reach 162 billion by 2019. This number is a dramatic increase—more than double—over the 77 billion calls generated similarly last year. Much of this traffic is due to the proliferation of mobile ads that merge […] Read More

Walk a Mile in Your Agents’ Shoes

By Steve Brubaker, InfoCision Chief of Staff Here’s a management technique that’s been heard around the world: Unobtrusively, a manager wanders around the workplace, keeping his or her eyes and ears open for an employee who’s doing something right. After observing one such activity, the manager reinforces that behavior with a one-minute praising, which essentially […] Read More