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The Impact of Language In Customer Care

By Steve Brubaker, InfoCision Chief of Staff If you could sum up the main objective of customer care in one phrase it would be high quality communication. It’s the quality of communication between the Communicator and the customer that makes or breaks the interaction. As well, Communicators must be malleable with their conversational skills as […] Read More

The Making Of A Customer Care Dream Team

By Steve Brubaker, InfoCision Chief of Staff Recruiting customer care professionals is no simple task. After all, the reputation of your contact center and the satisfaction of your customers are directly linked to the quality of customer care put forth by your employees. As such, it is of the utmost importance to be aware of […] Read More

How to Prevent Your Communicators From Choking Under Pressure

By Steve Brubaker, InfoCision Chief of Staff When there is a lot at stake, many professionals, including athletes, singers, and politicians, may face the fear of choking under pressure. Whether it’s your Olympic career, your record deal or your candidacy on the line, it becomes difficult to perform at your highest potential when the stress […] Read More

How To Improve Your Quality of Life Starting With The Workplace

By Steve Brubaker, InfoCision Chief of Staff Everyone becomes burnt out on some aspect of his or her life at some point or another. It’s an inevitable part of life; however, when it comes to employee burnout there are a number of solutions upper management can employ to remedy this problem inside the workplace. And […] Read More

Consumers Value Relationship Over Product Innovation

By Steve Brubaker, InfoCision Chief of Staff I want you to take a moment and think about your favorite brand. What makes you stay loyal to this particular company? Is it because its marketing messages resonate with your personal goals and interests? Or perhaps it’s due to the quality of customer care exuded through these […] Read More

What Makes Your Employees Engaged and Satisfied?

By Steve Brubaker, InfoCision Chief of Staff Over the past few weeks, Cleveland has been abuzz with talk about LeBron James and the future of the Cavaliers. James recently made headlines when he declined his player option and became a free agent before signing a new two-year deal that also contains an option for 2016. […] Read More

So You Identified Your Customer Care Problem…Now How Do You Fix It?

By Steve Brubaker, InfoCision Chief of Staff We’ve all been there at some point in our lives…that moment when you realize you aren’t living up to your potential–perhaps on an important work project–but you’re so stuck in your ways that you can’t seem to gain any perspective on how to improve your strategy. In fact, […] Read More

Three Customer Care Missteps to Avoid

By Steve Brubaker, InfoCision Chief of Staff There’s a saying in business that “any press is good press.” In other words, all publicity, regardless of whether it’s positive or negative, works to build brand awareness and generate revenue. Is there any merit to this saying? In some cases, there is; for example, a celebrity like […] Read More

Quality of Customer Care Is Now in the Eye of the Beholder

By Steve Brubaker, InfoCision Chief of Staff Think about how good it feels when you call your favorite local restaurant for takeout and the order-taker not only greets you by your first name, but also remembers your individual preferences (well-done, extra sauce on the side). In remembering these small but important details, the business shows […] Read More

Does Your Customer Care Strategy Match Your Customers’ Expectations?

By Steve Brubaker, InfoCision Chief of Staff When push comes to shove customer care is all about being able to pivot with your customer’s ever-changing expectations. And with customer care expectations rising to the level of importance that they currently stand at, it’s in a company’s best interest to spend more time making sure its […] Read More

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