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Keep Pace With E-Commerce Trends in the New Year

By Steve Brubaker, InfoCision Chief of Staff Your online business must be responsive—not only to visitors but to trends which, if ignored, may trip you up eventually. With the quick pace of modern societal and technological advances, organizations need to keep a finger on the pulse of their industries and develop the agility to react […] Read More

Skyrocketing Mobile Usage: Impact on the Contact Center

By Steve Brubaker, InfoCision Chief of Staff Is your contact center ready for the ongoing mobile onslaught predicted for 2017? E-commerce will never be the same as consumers continue to make more and more purchases from their mobile devices. What’s the impact on the contact center? It will be an extension of the impact being […] Read More

Issue Resolution: The Primary Prerequisite for Customer Satisfaction

By Steve Brubaker, InfoCision Chief of Staff When customers call into contact centers, they are usually experiencing one of two problems: 1) a billing issue, or 2) product or service assistance. And quick resolution is their aim. Unfortunately, this is not happening regularly. Along with this complaint, customers are growing impatient with companies’ interactive voice […] Read More

How to Resolve the Top Three Most Frustrating Customer Service Experiences

By Steve Brubaker, InfoCision Chief of Staff Microsoft’s annual U.S. State of Multichannel Customer Service Report is filled with helpful insights about customer expectations for service and engagement, and it confirms something most of us already know: A full 98 percent of U.S. consumers say that customer service is very important or somewhat important in […] Read More

Strategies for Implementing Live Chat

By Steve Brubaker, InfoCision Chief of Staff It’s no mystery that you need live chat on your website or app to stay competitive in the e-commerce world. A chat box dropping down onto the user screen is becoming a commonplace occurrence for Internet information-seekers and shoppers, enabling them to quickly and easily connect with a […] Read More

The Psychology Behind Delivering Superior Customer Service

By Steve Brubaker, InfoCision Chief of Staff Appreciating the emotions involved in customer service is the first step toward creating a better customer experience. Sure, feelings are not something humans can always control—and they sometimes seem nebulous, random and unexplainable—but, fear not, there is a science to ridding your contact center of negative emotions that […] Read More

Offshore Contact Centers—Is Your Message Getting Lost at Sea?

By Steve Brubaker, InfoCision Chief of Staff As part of a cost-initiative movement during the mid-1990s, contact center companies took a leap across the pond and began transferring their centers offshore. In doing so, these businesses were able to keep their wallets a little bit fuller, but not without lowering their customer satisfaction scores. This […] Read More

Three Ways to Cultivate Multitalented Agents

By Steve Brubaker, InfoCision Chief of Staff Multiple channels are now commonplace in contact centers, changing the way we do business. The goal of a call center is no longer to handle one transaction on one channel, it’s to make sure that customers have a positive experience on every channel, even if that means transitioning […] Read More

Technology to the Rescue for Government Agency Engagement

By Steve Brubaker, InfoCision Chief of Staff How is your agency operating these days as far as engaging with the citizens you serve? Ideally, you would answer that citizen engagement has been a key priority, so you’ve modernized your contact center and improved the citizen experience overall. The contact center provides a critical path between […] Read More

Listen Up! Maybe Your Customer Has a Right to Be Angry

By Steve Brubaker, InfoCision Chief of Staff Keep in mind that your customers have something at stake when they call you for service—namely money. We can all relate to wanting to protect our interests when we’re at the receiving end of an acquisition. Does your caller feel the quality of your products or services was […] Read More

Gearing Up Your Contact Center for the Holiday Rush

By Steve Brubaker, InfoCision Chief of Staff From early October through December, the contact center reflects both the uptick in holiday shopping and the push to hit the year’s projected numbers.  When you’re standing in a line waiting for the doors to open on some retailer’s one-day only seasonal sale, just imagine the hold queues […] Read More

Millennials and WebRTC in the Contact Center

By Steve Brubaker, InfoCision Chief of Staff Contact centers are making significant investments in human capital and real-time communications technology to interact with millennials and other customers more effectively via virtual queues, SMS and video. In fact, WebRTC (Web Real-Time Communications) is an open source project supported by Google that is furthering the use of […] Read More

Change Your Employee Performance Metrics to Better Reflect Customer Engagement

By Steve Brubaker, InfoCision Chief of Staff Are you aware that customer engagement and customer satisfaction are two distinctly different metrics? A recent Gallup poll sheds light on the differences and how each can be measured most effectively. Gallup confirms that engagement is a much higher bar to reach than satisfaction. One doesn’t necessarily follow […] Read More