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Why We’re So Captivated By Great Customer Service Stories

By Steve Brubaker, InfoCision Chief of Staff Every so often, a business goes so far above and beyond and provides such a high quality of customer service that it becomes a regional or even a national news story. When it happens, one consumer’s experience may stick in the minds of thousands of others, helping the […] Read More

Just Saying You Are a Multichannel Organization Doesn’t Make it True

By Steve Brubaker, InfoCision Chief of Staff Have you been saying for the last few months, or even years, that you’re going to branch out your marketing into various channels? But for whatever reason—maybe you don’t have the time or resources to give each channel the attention it deserves—this multichannel approach has not come to […] Read More

Improving Contact Center ROI Starts at the Top

By Steve Brubaker, InfoCision Chief of Staff With the NFL season wrapping up, many teams are reflecting on why their seasons ended early. This evaluation process starts at the top with ownership and management, as these higher-ups look at acquiring the right coaches and players—leading to the team’s future success. Along the same lines in […] Read More

How Familiar Are Your Employees With Your Brand Values?

By Steve Brubaker, InfoCision Chief of Staff If you occupy a position in your company’s C-suite, chances are that you’re intimately familiar with your mission statement and the values you consider the hallmark of your organization. You live and breathe these ideals every day, constantly working to meet your goals and objectives. But for other […] Read More

Getting More Out of Your Contact Center Than Just Great Service

By Steve Brubaker, InfoCision Chief of Staff Customer service is now among the most important factors in all of business—that is a simple fact. A recent report from Walker, in fact, revealed that customer service will overtake price and product as the key brand differentiator by 2020. As crucial as customer service is, though, today’s […] Read More

Stop Wringing Your Hands Over Data Analytics

By Steve Brubaker, InfoCision Chief of Staff Everywhere you turn, you hear it. Big data is the future. Big data can do wonders for your business. Big data is transformative. And all of these statements are true, which is why 87 percent of enterprises believe big data analytics will redefine the competitive landscape of their […] Read More

Taking an Honest Look at Your Customer Service When the Holidays Are Over

By Steve Brubaker, InfoCision Chief of Staff During busy season, business hours are typically extended and the volume of customers reaching out to call centers to ask questions or make purchases increases dramatically. As the atmosphere inside companies grows hectic, many executives and their employees simply put their heads down and work towards the finish […] Read More

What Promise Will You Make to Your Employees This Year?

By Steve Brubaker, InfoCision Chief of Staff On this blog we focus quite a bit of attention on improving customer service, and with good reason—it’s critically important to success for most organizations. We discuss the company-wide commitment it takes to provide a high quality of customer service and the importance of getting buy-in from employees. […] Read More

Get to Know Your Customers Better in 2015

By Steve Brubaker, InfoCision Chief of Staff You know your loyal customers’ names and contact information, but do you know them on a truly personal, customized level? For example, when an individual contacts your company, do you know over what channel that interaction took place? Do you know what channel your customers prefer to use […] Read More

Making Multichannel Marketing Your Goal in the New Year

By Steve Brubaker, InfoCision Chief of Staff New Year’s is fast-approaching, and with it comes a host of traditions like a champagne toast, the ball dropping in Times Square and the Rose Parade in California. Of course, another time-honored New Year’s tradition is the practice of setting goals for ourselves that, if reached, will help […] Read More

Developing Employees in a Customer Service Framework

By Steve Brubaker, InfoCision Chief of Staff One of the most crucial responsibilities of an executive or business owner involves bringing in high-quality young talent when employees leave or new positions open up. Once you onboard new hires, it’s equally critical to integrate them into your company culture and help them reach their ultimate potential […] Read More

Become a Better Leader in 2015

By Steve Brubaker, InfoCision Chief of Staff As 2014 winds down, it’s natural to begin thinking about how you can make 2015 a better year for your business. As an executive, it’s up to you to set a positive tone and lead your employees toward success, so you want to hit the ground running. But […] Read More

You Can’t Expect the Return Without the Investment

By Steve Brubaker, InfoCision Chief of Staff If you’ve sustained a successful career in business—or even if you haven’t—chances are you’ve heard that “you have to spend money to make money” more than a few times. Although it may be a cliché, the saying also happens to be true, especially as it relates to contact […] Read More