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Three Qualities Apparent in All Outstanding Communicators

By Steve Brubaker, InfoCision Chief of Staff The job of a Communicator encompasses more than just handling phone calls. Today’s contact center is a demanding environment that requires agents to have a broad range of talents and abilities in order to do their job successfully. While there are fundamental skills that every agent should have—including […] Read More

The Communication Challenges of an Auto Recall: Are You Ready?

By Steve Brubaker, InfoCision Chief of Staff With more than 51 million vehicles recalled in the U.S. in 2015 and nearly 64 million in 2014, it’s becoming abundantly clear that recalls are a fact of life. The recent auto recall related to Takata air bag inflators is being called the largest and most complex recall […] Read More

How Will Chatbots Impact the Customer Care Industry?

By Steve Brubaker, InfoCision Chief of Staff On a recent customer service exchange via text message, I immediately tried to decipher whether I was talking with a chatbot or a human. It was difficult to tell, but the experience left me wondering: Computers may be starting to have superhuman capabilities, but is that what customers […] Read More

Why Customer Care Success Starts With the C-Suite

By Steve Brubaker, InfoCision Chief of Staff As the leader of a call center, your job encompasses a wide variety of tasks, not the least of which is motivating and inspiring your Communicators. Effective managers seem to do the job effortlessly, when in reality they are purposefully employing a host of skills and techniques to […] Read More

Focus on Customer Care to Skyrocket to Success

By Steve Brubaker, InfoCision Chief of Staff Good customer experiences are good for business. In the past, that meant having a smile at the ready and fielding a few phone calls, but we’ve come a long way since then. Today, the customer is in control. Companies are well aware that quality of service can significantly […] Read More

Why Social Listening Is Your Secret Weapon

By Steve Brubaker, InfoCision Chief of Staff Listening is harder than talking, both for people and for businesses. Stephen Covey, author of the top-selling 7 Habits of Highly Effective People, said that most people listen with the intent to reply, not to understand; we’re usually just waiting until the talker finishes so we can have […] Read More

Improve the Customer Experience Through Positive Company Culture

By Steve Brubaker, InfoCision Chief of Staff Do your Communicators like coming to work? If the answer is yes, then congratulations! If not, it might be time to evaluate your company culture. As a contact center manager who is tasked with improving the customer experience, you know that positivity in the workplace spills over into […] Read More

Improve the Customer Experience Through Positive Company Culture

By Steve Brubaker, InfoCision Chief of Staff Do your Communicators like coming to work? If the answer is yes, then congratulations! If not, it might be time to evaluate your company culture. As a contact center manager who is tasked with improving the customer experience, you know that positivity in the workplace spills over into […] Read More

Slow and Steady Wins the Customer Care Race

By Steve Brubaker, InfoCision Chief of Staff You’ve likely heard the Aesop tale about the tortoise and the hare. And from it, you learned the importance of pacing yourself—in any situation—because, as the hare learned when the tortoise crossed the finish line first, slow and steady wins the race. This lesson applies to achieving success […] Read More

Three Ways to Celebrate Summer All Year Long In the Contact Center

By Steve Brubaker, InfoCision Chief of Staff Summertime brings to mind the sound of waves gently crashing on the beach, the smell of burgers on the grill and the feeling of excitement from lighting firecrackers on the Fourth of July. You can capture such positive summer sensations in your contact center all yearlong—delighting and satisfying […] Read More

Do Your Agents Speak Your Brand Language?

By Steve Brubaker, InfoCision Chief of Staff A brand is a complex thing—a blend of consumer expectations, relationships and product or service quality that forms a fundamental building block for your business. Despite the fact that it’s an intangible asset, however, brands aren’t completely nebulous; those perceived as a success are worth millions—even billions—of dollars […] Read More

Ways to Make Morale a Priority

By Steve Brubaker, InfoCision Chief of Staff It’s hard to pin down a definition of high or low morale in the workplace, but you know it when you see it. A team with high morale is confident they can do the job, disciplined about performing it, and motivated to tackle whatever comes their way. On […] Read More

Five Customer Care Trends to Consider Implementing In Your Strategy

By Steve Brubaker, InfoCision Chief of Staff Once again, it’s time to take a look into the crystal ball. Which of the latest ideas in customer care are likely to have staying power in the months ahead? Forrester published a report predicting customer service trends in 2016; we’ll highlight five of them here. Trend #1: […] Read More