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Metrics That Matter, Part Three: Omnichannel

By Steve Brubaker, InfoCision Chief of Staff As contact centers evolve and priorities shift, metrics for measuring success sometimes lag behind innovation. Such is the case with multichannel and omnichannel monitoring.  Our “Metrics That Matter” miniseries concludes by showcasing how contact center leaders can measure the effectiveness of the various communication channels they use. Let’s […] Read More

Metrics That Matter, Part Two: Forecast Accuracy

By Steve Brubaker, InfoCision Chief of Staff You may have heard the one about the little girl who went for a walk in the forest and helped herself to some porridge, a not-so-sturdy chair and a comfortable bed belonging to a few unsuspecting bears. Before she could enjoy any of those things, though, she had […] Read More

Metrics That Matter, Part One: Customer Effort Score

By Steve Brubaker, InfoCision Chief of Staff Contact centers, by nature, are supposed to be efficient. How many interactions can be handled? How quickly can issues be resolved? What’s the optimal number of Communicators needed to keep things flowing smoothly? To measure these efficiency factors, metrics were created. As contact centers evolve, however, so do […] Read More

How to Leverage Social Media in the Fundraising Space

By Steve Brubaker, InfoCision Chief of Staff When it comes to social media, charitable organizations should take a page from the marketing playbook of for-profit businesses. The strategy to adopt: Grow your digital media presence to actively raise brand awareness, identify new donors, and engage with supporters. While for-profit businesses now widely recognize the value […] Read More

Champion Your Contact Center This Olympic Season

By Steve Brubaker, InfoCision Chief of Staff The Olympics is about more than just sports. In all the hubbub surrounding world records and gold medals, there’s an undercurrent of something even more compelling: the stories behind the athletes. People with such extraordinary levels of focus and dedication invariably encounter obstacles along the way, but their […] Read More

Is Talent Development on Your To-do List?

By Steve Brubaker, InfoCision Chief of Staff A recurring item on every contact center manager’s list of concerns is retaining customer care agents. In contrast, an item that’s often missing from that very same list is talent development. The key to addressing the former is to take action on the latter; yet, for a variety […] Read More

The Changing Nature of Phone Calls in the Contact Center

By Steve Brubaker, InfoCision Chief of Staff By now we’re all used to the idea that digital technology is transforming our contact centers. A new report by Dimension Data says that most data centers will soon be equipped to handle nine different channel options, and that the number of digital transactions is poised to overtake […] Read More

Quit Fighting Fires in the Contact Center

By Steve Brubaker, InfoCision Chief of Staff Survival is good, but as a leader you want more for your contact center. While it might seem reasonable and even necessary to solve problems as they arise and depend on the same few knowledgeable individuals for quality and consistency, reacting to issues on the spur of the […] Read More

A Valuable Customer Care Lesson Derived from Shark Tank

By Steve Brubaker, InfoCision Chief of Staff The founders of a small business called Power Practical have built a big customer base with very few resources, and a lot of strategic smarts. What is their secret ingredient? Customer engagement at the highest level. Power Practical began with the help of more than 1,000 financial backers […] Read More

Recall-Ready CPG Companies Do These Three Things

By Steve Brubaker, InfoCision Chief of Staff As I pointed out in a recent post, the rising number of automobile recalls requires car manufacturers and dealers to step up their crisis communication strategy. In this post, I’ll take a closer look at another major recall area—that of consumer packaged goods (CPG)—and how an increasing number […] Read More

The Evolution of Language in Customer Care

By Steve Brubaker, InfoCision Chief of Staff Happy, confused, angry… it can be difficult to tell how a customer feels in a text. Now that so much of customer care is taking place via text messages or email, Communicators may feel they’re losing one of the most powerful tools in their toolkit—a positive, upbeat tone.  […] Read More

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