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It’s Not About How the Call Starts, But How it Finishes

By Steve Brubaker, InfoCision Chief of Staff It’s amazing how much technology the average Joe has available at his fingertips today. While it’s convenient that such advancements have mainstreamed through our society, many users are still unfamiliar with the functions of the products and services they implement each day (consider your grandfather with his new […] Read More

Let Analytics Tell You the Interaction Story

By Steve Brubaker, InfoCision Chief of Staff Years back it was nearly impossible to monitor the flow of a customer service call or the rate of success among a staff of operators. A lack of insight on the Communicator to customer interaction left contact centers in the dark when it came to improving strategy. Now, […] Read More

Do Your Employees Love Their Workplace?

By Steve Brubaker, InfoCision Chief of Staff No, we aren’t getting sentimental; Cupid’s special day has already passed. What we’re here to talk about is the importance of employees who love their work. A recent survey from Virgin Pulse showed that 60 percent of people say their relationship with their employer positively impacts their productivity […] Read More

InfoCision Honored for Providing Opportunities to Individuals With Disabilities

By Steve Brubaker, InfoCision Chief of Staff In my opinion, the recruitment goals of any company should focus solely on a candidate’s merit, work ethic and abilities. In staffing contact centers, the key component to success is one’s ability to communicate effectively in order to ensure superior quality of customer service. We are honored to […] Read More

Understanding Your Audience: The Differences between Millennials and Baby Boomers

By Steve Brubaker, InfoCision Chief of Staff Facebook, Instagram, Twitter. What do these platforms have in common? They are the vehicles Millennials use to communicate and the reason your business needs to reconfigure its customer service practices to embrace 21st century multichannel marketing solutions. Though a number of decision-makers you target may represent the Baby […] Read More

Big Data: What’s All the Fuss?

By Steve Brubaker, InfoCision Chief of Staff Big data seems to be among the most popular jargon emerging from the tech industry as of late. Sure, you know what it means. But are you aware of how it can be applied across markets and platforms to improve contact center services ROI for both B2B and […] Read More

How Providing Great Customer Service Improves Job Satisfaction—and Vice Versa

By Steve Brubaker, InfoCision Chief of Staff When you arrive home at the end of a long work day, are you usually content with what you’ve accomplished on the job? If so, it’s likely that you consistently hit the mark on the tasks to which you were assigned; such an achievement can leave you beaming […] Read More

Social Media Spend Increasing, Along With its Importance

By Steve Brubaker, InfoCision Chief of Staff Social media is now a valuable part of any successful multichannel marketing solution—the evidence is in the numbers. For example, an amazing 92 percent of marketers now believe social media is important for their business, according to Hubspot. Considering the above stat it should come as no surprise […] Read More

Transitioning Customers from ‘Like’ to ‘Love’

By Steve Brubaker, InfoCision Chief of Staff What’s better than a bouquet of roses or a heart-shaped box of chocolates on February, 14th? In my opinion, it’s unmatched quality of customer service. A recent Forrester blog suggested that in 2015 companies will aggregate more information from CRM platforms in order to improve the customer experience. […] Read More

Getting Comfortable With the Outsourcing Model

By Steve Brubaker, InfoCision Chief of Staff As a contact center manager, you may be kept busy all day conveying guidance and instructions to agents. If that’s the case, you may want to step back from your hands-on approach for a moment and take a bird’s eye view of the service you’re providing when customers […] Read More

Treat Your Employees As You Treat Your Customers

By Steve Brubaker, InfoCision Chief of Staff When you look at the statistics surrounding poor quality of customer service and employee churn, the numbers tell a similar story: customers and employees are willing to make moves if they feel they can get better service elsewhere. On the customer side, for example, 89 percent of consumers […] Read More

Choosing a Contact Center Partner: Why Experience Counts

By Steve Brubaker, InfoCision Chief of Staff Understanding organizational limitations is a crucial requirement for a successful executive. If you’ve determined that your organization needs some outside assistance from a multichannel marketing partner to boost your contact center services ROI, you probably did so with the understanding that operating a call center is not among […] Read More

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