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DMA 2014 is Less Than a Week Away! Will You Be There?

By Steve Brubaker, InfoCision Chief of Staff For data-driven marketers, DMA 2014 is the place to be. This year’s event is packed with strategic learning sessions, keynote presentations, thought leadership series, expert roundtables and, of course, a huge exhibition floor. Naturally, as a leading multichannel marketing solutions provider, InfoCision will be well-represented at this year’s […] Read More

Common Characteristics of a Great Company

By Steve Brubaker, InfoCision Chief of Staff What makes a great company? This is a difficult, if not impossible, question to answer because businesses are successful for a number of different reasons. There are, however, some common threads that most truly great organizations have in common. What follows is some of those traits: Innovation: Breaking […] Read More

The Importance of Setting Employees Up to Succeed

By Steve Brubaker, InfoCision Chief of Staff Businesses often closely examine the most effective means to get maximum productivity out of employees, which is of course a worthwhile goal. At InfoCision, however, we prefer to frame the discussion in a slightly different way: how can we set our workers up to give them the best […] Read More

Moving Beyond Your Trusty Customer Base

By Steve Brubaker, InfoCision Chief of Staff Customer loyalty is the ultimate sign of a great company. Consumers that continue to do business with you—especially with so many competitors constantly entering every sector—don’t just like your product or service: they trust it, which is an even bigger accomplishment. The problem with a loyal customer base […] Read More

Hollywood Studios Struggle to Find Marketing Sweet Spot

By Steve Brubaker, InfoCision Chief of Staff Often times, when major motion pictures are declared successes or flops in the media, the measurement used is simply how much money the film brought in at the box office versus how much it cost the studio to make. But according to an article from “The Hollywood Reporter” […] Read More

Report Shows Financial Services Lagging Behind With Customer Service

By Steve Brubaker, InfoCision Chief of Staff Generally speaking, what people want out of a financial services organization is for that company to make them money. And while profitability will always be the name of the game in the industry, a report commissioned by Avaya entitled “Financial Services Sector: Missing Customer Expectations?” shows that many […] Read More

Are You Learning From Your Customer Service Mistakes?

By Steve Brubaker, InfoCision Chief of Staff It’s a tale of two companies. Both firms realize they made a blunder with their customer service but they’re handling it entirely differently. Company A is proactive, addressing why the customer is upset and working to make sure the problem is permanently resolved; Company B is offering a […] Read More

The Importance of Delivering Contact Center Consistency

By Steve Brubaker, InfoCision Chief of Staff Consistency is crucial for any aspect of brand management and operations, but it is especially important for customer service. Providing a single first-class experience is great, but if your goal is to retain customers—and it should be—you have to be confident that your contact center is delivering a […] Read More

Rumors of Direct Mail’s Demise Have Been Greatly Exaggerated

By Steve Brubaker, InfoCision Chief of Staff Direct mail can get a bit of a bad rap these days. Often referred to sarcastically as “snail mail,” many people now view it as nearly obsolete. An important distinction to make with print mail, however, is that although it is older than other channels, it is far […] Read More

Three Great Ideas for Team Building

A healthy company has numerous positive characteristics, all which help contribute to its overall success. One important concept that is sometimes overlooked, however, is the power and importance of a close-knit team of employees. When co-workers share a genuine connection, they are happier in the office and more motivated to support colleagues both inside and […] Read More

Cincinnati Bengals Build Organizational Unity Doing the Right Thing

We’ve discussed the importance of building a positive, family-like company culture on this blog before. The Cincinnati Bengals, an NFL team in InfoCision’s home state of Ohio, recently provided a wonderful example of how this can be accomplished. Not long ago, Bengals defensive tackle Devon Still learned that his four-year-old daughter Leah had pediatric cancer […] Read More

Voice Interactions and Quality Reps Still Reign in the Contact Center

On this blog we frequently discuss how critical it is that contemporary businesses employ multichannel marketing and customer service solutions. Indeed, customers increasingly expect to be able to reach a company via their preferred channel, meaning a multi-channel approach is essential to providing a high quality of customer service. Still, voice remains the most popular […] Read More

Are All Your Departments Working Together?

Using a Band-Aid to cover up recurring issues and inquiries simply won’t cut it anymore in customer service. Today’s contact centers need to do more—and it all starts by collecting customer service feedback. Such input can be used to improve existing processes across an entire company, thereby driving contact center services ROI. For instance, if […] Read More