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Ways to Make Morale a Priority

By Steve Brubaker, InfoCision Chief of Staff It’s hard to pin down a definition of high or low morale in the workplace, but you know it when you see it. A team with high morale is confident they can do the job, disciplined about performing it, and motivated to tackle whatever comes their way. On […] Read More

Five Customer Care Trends to Consider Implementing In Your Strategy

By Steve Brubaker, InfoCision Chief of Staff Once again, it’s time to take a look into the crystal ball. Which of the latest ideas in customer care are likely to have staying power in the months ahead? Forrester published a report predicting customer service trends in 2016; we’ll highlight five of them here. Trend #1: […] Read More

InfoCision Named a Notable Member of the OHBLN

 By Steve Brubaker, InfoCision Chief of Staff At InfoCision, our core business revolves around connecting with people—that is, helping businesses to forge meaningful connections with their customers. Long ago we realized we can do our job better by making similar connections in our community, a wonderful source of valuable and diverse employees. We—and our clients—have […] Read More

Three Ways to Remedy the Customer Care Blues

By Steve Brubaker, InfoCision Chief of Staff It’s been said that customer care agents have one of the hardest jobs in the world. Discouragement is common, and expectations are high, sometimes leading to low morale and even lower self-motivation levels among Communicators. As managers, it’s up to us to foster the right combination of morale […] Read More

What Will Your Contact Center Do This Summer?

By Steve Brubaker, InfoCision Chief of Staff Finally, summer is almost upon us. Most people feel more relaxed, move at a slower pace, and, typically, are focused on everything else besides work. These quiet days are a welcome change of pace for sure, but many managers see the distractions as obstacles to productivity. Instead of […] Read More

Social Media Platforms Pave the Way for Improved Digital Customer Care

By Steve Brubaker, InfoCision Chief of Staff Have you heard the story about the passenger on JetBlue whose seat-back TV screen wasn’t working? Clearly disappointed (though not angry), he tweeted the view of a static screen and said it was his first complaint about his favorite airline. In minutes, JetBlue had tweeted back: “Oh no! […] Read More

How to Avoid ‘Analysis Paralysis’ in the Contact Center

By Steve Brubaker, InfoCision Chief of Staff In customer care centers, data is everywhere. Almost every contact center has tools in place to capture it, knowing that data holds the key to optimizing operations. Likewise, most contact center managers are adept at turning this data into information through reporting. Reporting is particularly useful for monitoring […] Read More

Why ‘Carpe Diem’ Should Be Your Communicators’ Motto

By Steve Brubaker, InfoCision Chief of Staff Amazon:  Warmest greetings…, my name is Thor. Customer:  Greeting, Thor. Can I be Odin? Amazon:  Odin, Father, How art thy doing on this here fine day? Customer:  Thor, my son. Agony raises upon my life. These are the beginning lines of an (unauthenticated and unscripted) exchange between an […] Read More

Is Customer Care the New Sales?

By Steve Brubaker, InfoCision Chief of Staff Things used to be simple. There was one goal: to make sales. There was one set of people tasked with doing that (the sales department), and one entry point to the sales funnel (the top). All that’s gone the way of the dodo. Now, with much of the […] Read More

Five Ways to Please Disgruntled Customers

By Steve Brubaker, InfoCision Chief of Staff Moment after moment, day after day, customer care agents are presented with a string of opportunities to promote customer engagement. In the contact center, many such moments are a challenge. Emotions sometimes take center stage. Customers may call feeling disappointed about a purchase, stressed about a bill, or […] Read More

How to Solve Common Social Customer Care Shortcomings

By Steve Brubaker, InfoCision Chief of Staff The future is here. Ten years ago there was no social media, smart phone apps, web chat, and very little email. Today, according to the 2015 Global Contact Centre Benchmarking Report, 35 percent of all interactions between customers and businesses are digital and, of the contact centers surveyed, […] Read More

Outsourced Customer Care Services Are On the Rise, Here’s Why

By Steve Brubaker, InfoCision Chief of Staff Sometimes, you need a partner to survive. It’s tougher than ever to achieve superior satisfaction levels among customers today, mainly due to three new realities: 1) Businesses are striving to be in constant touch with their customers in an effort to attract and engage them with their brand. […] Read More

Three Important Customer Care Tips You Learned From Mom

By Steve Brubaker, InfoCision Chief of Staff Moms the world over are known for their great advice, always encouraging and (almost) always right. In honor of their special day, here are a few of mom’s most popular golden nuggets, with a twist: These bits of advice are meant to inspire greatness in your Communicators. Wait […] Read More