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Take a Walk in Your Consumers’ Shoes to Enhance the Customer Experience

By Steve Brubaker, InfoCision Chief of Staff Think back to a time in your life when you were facing a particular problem and a friend or family member took the time to listen to your perspective and work with you to find a solution. It’s a great feeling when someone displays empathy toward you—one that […] Read More

Three Steps to Improving Your Quality Control

By Steve Brubaker, InfoCision Chief of Staff In our recent blog post titled, “Are Your Agents on the Same Page?” I offered some advice on how to ensure your agents produce consistent results across the board. After all, inconsistency among agents can lead to customer dissatisfaction, because speaking to an enthusiastic customer care agent and […] Read More

The Importance of Market Segmentation in Nonprofit Fundraising

By Steve Brubaker, InfoCision Chief of Staff Careful preparation and appropriate research must be executed before contact center supervisors and contact center agents can actively participate in fundraising campaigns in the nonprofit space. After all, to maximize donations received, supervisors must glean important insights about which demographics will be most receptive to a particular charity […] Read More

Do Your Agents Have the Right Tools to Succeed?

By Steve Brubaker, InfoCision Chief of Staff Customer care within the contact center space is downright competitive these days thanks to the integration of cutting-edge technology and consumers’ heightened demand for a flawless customer experience. Hence, if your contact center agents don’t have quality technologies to support their efforts with customers, the experience they provide […] Read More

Derive Insights From Your Customers’ Social Media Conversations

By Steve Brubaker, InfoCision Chief of Staff Today’s consumers are verbose, but not necessarily over the phone. Rather, your customers openly share, sometimes brutally, their honest feedback on your brand’s quality of customer care across a multitude of social media outlets. With that said, businesses ought to cast an eye toward the conversations that are […] Read More

How Word-of-Mouth Can Make or Break Your Contact Center Success

By Steve Brubaker, InfoCision Chief of Staff When a consumer has a great experience with a brand he or she is likely to tell friends and family about the experience, as well as recommend the business, therefore generating more leads via word-of-mouth. In fact, the American Express Global Customer Service Barometer revealed that 42 percent […] Read More

Study Shows Outbound Marketing Generates Most Leads

By Steve Brubaker, InfoCision Chief of Staff When you’ve got a best-in-class contact center as your business partner, you have more than just great B2B customer care support, you have help with meeting your company’s goals and improving your bottom line. In fact, a recent study revealed that 39 percent of B2B sales leads are […] Read More

Multichannel Marketing Services Are a Brand Reputation Booster

By Steve Brubaker, InfoCision Chief of Staff We’re living in the age of the self-empowered consumer, a customer that has endless resources at his or her fingertips thanks to the ubiquity of digital channels and personal devices. Due to this technologically enhanced environment, consumers’ customer care expectations have reached new heights. Now your potential buyers, […] Read More

Top Ways to Create a Personalized Customer Care Experience

By Steve Brubaker, InfoCision Chief of Staff The degree of attentiveness and dedication that today’s consumers expect from their favorite brands’ has hit an all-time high. Just think about it; consumers need multiple modes of contact, immediate answers and even customized messages that target their personal needs. And, due to these sky rocketing demands, businesses […] Read More

Are Your Agents on the Same Page?

By Steve Brubaker, InfoCision Chief of Staff Consumers turn to their favorite brands’ customer care hotlines for guidance, a quick solution and hopefully a pleasant, concise interaction. So, imagine the frustration they feel when prompted to speak with multiple different agents who all seem to provide conflicting answers. If you’re shaking your head thinking that […] Read More

Study Finds “Agent Apathy” to Be the Root of Poor Customer Care

By Steve Brubaker, InfoCision Chief of Staff There’s nothing quite so disappointing as conversing with a customer care agent whose monotone voice makes it quite evident that he or she does not truly care about addressing your inquiry.  And, it’s no secret that this low-energy approach to quality of customer care will not win businesses […] Read More

Two Important Ways Contact Center Services Help Raise Non-Profit Awareness

By Steve Brubaker, InfoCision Chief of Staff Today, “contact center services” can refer to a multitude of communications options besides telecommunications. In fact, best-in-class contact centers are capable of providing multichannel marketing services to satisfy a wealth of needs in a variety of industries. Take the nonprofit space, for example; a multichannel fundraising campaign can […] Read More

Three Reasons Why You Need to Broaden Your Customer Care Horizons

By Steve Brubaker, InfoCision Chief of Staff Communicating with consumers in the customer care space isn’t a one way street anymore. What I mean is that consumers need you to communicate with them as much as they need a way to contact you—like through your contact center services. As such, now is the time to […] Read More