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The Key Ingredient to Call Center Success

By Steve Brubaker, InfoCision Chief of Staff It may sound sentimental at first, but an important variable in contact center services is empathy. Think about your best customer care experience; the agent probably conveyed genuine engagement and concern regarding your service inquiry—that is, he or she was empathetic towards your situation. As well, your company […] Read More

The Power of InfoCision’s ‘Family-oriented’ Atmosphere

By Steve Brubaker, InfoCision Chief of Staff At InfoCision, we take pride in our supportive, communicative workplace atmosphere. In fact, we often refer to our offices as having a rather ‘family-like’ feeling. However, these past few weeks proved that this familial environment is, actually, quite literal. You know what they say; sometimes what you’re searching […] Read More

New Report Stresses the Importance of Self-Service for Customer Care

By Steve Brubaker, InfoCision Chief of Staff The need for customer self-service at the enterprise level has never been greater, with three out of four customers now preferring to solve service issues on their own without asking agents for support. Why is customer self-service in such high demand? Simply put, self-service expedites the customer service […] Read More

Leverage Big Data to Make a Customer-Agent Match Made in Heaven

By Steve Brubaker, InfoCision Chief of Staff In the not-too-distant past, customers were randomly matched with contact center agents based on the order in which their call was received—essentially like rolling the dice. Suffice it to say, this system was less than ideal as it often resulted in mismatches between callers and agents. As a […] Read More

Three Quick Ways to Boost Contact Center ROI

By Steve Brubaker, InfoCision Chief of Staff As a business leader who has  invested in an array of advanced contact center services, great importance weighs on seeing the ROI of these various tools. After all, how else can you measure profitable growth within your contact center? The question remains, however, of how to actually measure […] Read More

Why Slow and Steady Wins the Multichannel Service Race

By Steve Brubaker, InfoCision Chief of Staff Not all businesses are poised for success simply because they’ve implemented a multichannel marketing strategy. For instance, without any insight into customer demographics or preferences, an organization might add a service channel that may become severely underutilized, costing the company financially and perhaps even confusing customers if they […] Read More

Calling All Contact Center Managers: How to Improve Your Quality of Customer Care

By Steve Brubaker, InfoCision Chief of Staff A successful, customer-oriented team of contact center agents don’t get that way over night. An expert team requires expert attention from a manager who uses tactful insights and business intelligence resources to the advantage of his or her team. Why is it then, that only 31 percent of […] Read More

Maximize Contact Center ROI by Stepping Outside of the Box

By Steve Brubaker, InfoCision Chief of Staff Perspective is quite impactful in our everyday lives; even down to how we experience the temperature outdoors. You see, 50 degrees in October sends a chill down our spines as the onset of winter is fast approaching; however, that same nip to the air in March, with the […] Read More

The Pros and Cons of Starbuck’s ‘Race Together’ Campaign

By Steve Brubaker, InfoCision Chief of Staff Starbucks, the coffee industry giant, is receiving mixed reviews after launching its controversial “Race Together” campaign. The coffee chain, which serves up designer beverages to millions of customers each day, is now trying to affect change among race relations by inspiring baristas and patrons to discuss the topic […] Read More

The Importance of Making On Hold a Last Resort in the Contact Center

By Steve Brubaker, InfoCision Chief of Staff There are some unbelievable stories about companies that don’t put a concerted effort towards their quality of customer service. In fact, just recently a woman spent six hours on hold with American Airlines trying to rebook her cancelled flight due to weather-related issues. Instances such as this not […] Read More

Exploring the Multichannel Marketing Ecosystem

By Steve Brubaker, InfoCision Chief of Staff As of late, the preferred method of customer service isn’t necessarily through the telephone. Consider the consumer habits of millennials—a generation highly reliant on Internet and mobile-based communications. In fact, a survey from the customer service tech analysis company Software Advice revealed that 56 percent of respondents aged […] Read More

How to Turn a Customer Service Interaction Around in Minutes

By Steve Brubaker, InfoCision Chief of Staff Technology can only help contact center agents so much when a service call goes inexplicably awry. In those situations it is the agent’s personality and genuine empathy shown for the consumer that can turns the interaction around immediately. In serving today’s consumers, using business intelligence is a remarkable […] Read More

Excellent Customer Service Isn’t Luck, It’s Strategy

By Steve Brubaker, InfoCision Chief of Staff If you’re hoping your customer service tactics land your organization in a pot of gold this St. Patrick’s Day you’ll need more support than a four leaf clover. Companies that provide unmatched quality of customer service attribute it to something more than luck—but rather, a well executed and […] Read More