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Predicting Consumers’ Next Move is Key to Customer Care Success

By Steve Brubaker, InfoCision Chief of Staff Today’s customers have pretty high expectations for businesses. Not only do they expect that the brands they do business with will know them like the backs of their hands, but they also want more personalized experiences. Communicators, however, aren’t mind readers nor do they have a magic crystal […] Read More

Why Positive Reinforcement is Essential to Communicators’ Success

By Steve Brubaker, InfoCision Chief of Staff Customer care representatives have a mentally grueling and incredibly tough job.  While other employees can hide in their cubicles when they’re having a tough day, Communicators must constantly display a sunny and positive demeanor when speaking to customers. Unfortunately, Communicators don’t always get the credit they deserve. In […] Read More

Want to Improve Your Marketing Strategy? Start With Customer Care

By Steve Brubaker, InfoCision Chief of Staff Do you want to improve your marketing strategy, but you feel like you have exhausted all options? While it might not seem completely obvious to some, marketing and customer care go hand-in-hand. In fact, when you improve your customer care, you improve your marketing as well. Just consider […] Read More

These Three Companies Are Winning the Customer Experience Game

By Steve Brubaker, InfoCision Chief of Staff What do L.L. Bean, Amazon and Nordstrom all have in common besides selling apparel? These three companies are doing a great job at winning the customer experience game in an ultra-competitive environment in which it is difficult to succeed. After all, achieving the highest quality of customer experience […] Read More

The Contact Center Market Is Growing: What’s the Impact?

By Steve Brubaker, InfoCision Chief of Staff Just last month, contact center leaders received some encouraging news. According to research from Technavio, the global contact center market is expected to reach USD 9.7 billion by 2019, growing at a CAGR of over nine percent. What’s more, the report also found that the United States, Canada […] Read More

Is It Possible For Communicators to Be Too Empathetic?

By Steve Brubaker, InfoCision Chief of Staff Not everyone is cut out to be a contact center agent. These individuals must have a very specific set of unique skills to successful perform their jobs. After all, it takes a certain type of person to deal with a range of customers each and every day. Empathy […] Read More

Improve Employee Engagement With Social Media Integration

By Steve Brubaker, InfoCision Chief of Staff Today’s digitally savvy customers are dialing back on 1-800 numbers and increasing their use of social media when contacting brands. More and more customers are opting to communicate with brands via social media platforms, such as Facebook and Twitter, as opposed to traditional channels. In fact, research from […] Read More

Success in the Travel and Hospitality Sector Depends Upon Customer Care

By Steve Brubaker, InfoCision Chief of Staff During a time in which customer expectations are at their highest, superior customer care has become a competitive differentiator for businesses. While top-notch customer care is important for all types of businesses, it’s particularly vital for companies within the travel and hospitality sector. Travelers and vacationers are special […] Read More

Study Reveals Four Customer Care Trends to Take Flight Over Next Five Years

By Steve Brubaker, InfoCision Chief of Staff It seems as though every day there’s a new customer care trend making headlines. As a contact center leader, it’s your job to stay abreast of industry trends to ensure your business is able to successfully compete with others. Recently, Xerox released a survey of over 6,000 consumers […] Read More

Contact Centers: Pledge to Be More ‘Green’ This Year

By Steve Brubaker, InfoCision Chief of Staff Did you know that pollution is one of the biggest global killers, affecting over 100 million people? The environment is under attack from harmful greenhouse gas emissions. Unfortunately, most Americans aren’t doing their part in helping save the planet. While nearly three-quarters of Americans see global climate change […] Read More

Outsourcing Customer Care Support: How to Know Which Vendor Is Right

By Steve Brubaker, InfoCision Chief of Staff Customer care has become a major differentiator for businesses. Today’s consumers have higher expectations for customer care than ever before and have no qualms about leaving a business due to poor service. According to the American Express “Global Customer Service Barometer Report,” over one-third (37 percent) of those […] Read More

Show Your Customers You Care by Valuing Their Time

By Steve Brubaker, InfoCision Chief of Staff How many times have you waited on hold for what seemed like an eternity only to have a customer care agent fail to service your needs? Better yet, how many times have you been given the run around by a customer care agent or have not been able […] Read More

Communicating With Customers is More Than a Two-Way Street

By Steve Brubaker, InfoCision Chief of Staff In the past, when a consumer had a question he or she would simply dial an 800 number and speak to a company representative. While the phone is still the preferred method of communication for most, today’s consumers are using a wide variety of channels to communicate with […] Read More