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Do Your Agents Pass the Stress Test?

By Steve Brubaker, InfoCision Chief of Staff Imagine for a moment you’re on the line with a taxing customer; at the same time you’re in the midst of searching for an answer for another caller all while your call queue is steadily building. There are so many tasks at hand you simply don’t know where […] Read More

Our Top Advice for Achieving Fundraising Success

By Steve Brubaker, InfoCision Chief of Staff At InfoCision, we continually remind ourselves of our goal to become the best, not the biggest, name in the customer care industry by providing highly valuable services. Our diligent team of Communicators works tirelessly to ensure that we’re providing the utmost quality of customer care to each and […] Read More

Must-Have Traits for Successful Nonprofit Fundraising

By Steve Brubaker, InfoCision Chief of Staff When it comes to fundraising for the nonprofit space, contact centers are often the muscle behind producing results. In other words, the success of fundraising campaigns truly rests upon the shoulders of contact center agents who represent the frontline for effectively communicating the urgency and worthiness of a […] Read More

Is Your Business Ready To Serve the Instant Gratification Generation?

By Steve Brubaker, InfoCision Chief of Staff The instant gratification generation is upon us. That is, millennials are populating today’s buying landscape and demanding its restructure along the way. What they are asking for is new customer care best-practices by way of multi channel marketing solutions—specifically, tools like text messaging and live Web chat that […] Read More

Are You Arming your Agents with Enough Information?

By Steve Brubaker, InfoCision Chief of Staff It’s no secret that consumers weigh their judgments on a company based on its success in providing optimal customer care. Today’s buyers are more impatient than those of the past; in fact, more than half of consumers hang up the phone after being on hold for less than […] Read More

Business and Social Intelligence: Why You Need Both in Your Contact Center

By Steve Brubaker, InfoCision Chief of Staff Where do technology and empathy meet in the middle? In the contact center space—that is, a bit of both human compassion and hard hitting data is required to provide the best possible customer care and, in turn, contact center services ROI. If you’re ever stumped as to why […] Read More

Are You Spending Enough Time on Quality Assurance?

By Steve Brubaker, InfoCision Chief of Staff When’s the last time you received a well-rounded view on the quality of your contact center’s procedures? If you don’t use a regular method of quality assurance to stay abreast of recurring issues—think frustrated customers and ill-informed agents—then you aren’t serving up the best possible quality of customer […] Read More

Three Ways to Produce Sky High ROI

By Steve Brubaker, InfoCision Chief of Staff A recent article from The Guardian struck me interesting. The news discussed an airline company, Ryanair, which claimed that its “softened” customer care practices –defined as the addition of new policies like “allowing more carry-on baggage, allocating seating and cutting punitive charges,”—contributed to a 28 percent jump in […] Read More

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