Recent Posts

<< >>

What to Do if Your Multichannel Marketing Efforts Are Failing Short

By Steve Brubaker, InfoCision Chief of Staff As a child, you may have been told that expending 100 percent effort into a task was the key to success—and in many cases that is true. But sometimes, if a task is far outside your area of expertise, working 24/7/365 to accomplish it still won’t be enough. […] Read More

Technology Spotlight: Examining Tools for Targeting

By Steve Brubaker, InfoCision Chief of Staff As a contact center manager you understand that employing polite, intelligent workers is a good start on the road to success, but it is far from a final destination. Instead, to keep up with the competition and stay relevant, businesses need to employ technological solutions that help them […] Read More

Don’t Have Time to Screen Call Center Agents? Let Us Worry About That

By Steve Brubaker, InfoCision Chief of Staff In this fast-paced, 24/7 business world, your company has plenty on its plate—from marketing your products and services to handling finances to fulfilling orders to empowering your employees. In fact, more than half of small business owners still don’t have time to maintain their own website, according to […] Read More

Turn Over a New Marketing Leaf This Fall

By Steve Brubaker, InfoCision Chief of Staff The air is a little crisper, football season is well underway and in many places the leaves have changed colors. Fall is upon us, and in the spirit of the changing seasons perhaps it’s time to take a look at adjusting your marketing strategy as well. If you […] Read More

Top Take-aways from InfoCision’s Recent Business Analytics Fair

By Steve Brubaker, InfoCision Chief of Staff Every phone call from a customer, every purchase or response to a direct mail campaign, every online inquiry—these are all perfect opportunities for your company to listen to customers and gather valuable insight. Leveraging this wealth of data means you can pinpoint customers’ needs, enhance personalization and deliver […] Read More

DMA 2014 is Less Than a Week Away! Will You Be There?

By Steve Brubaker, InfoCision Chief of Staff For data-driven marketers, DMA 2014 is the place to be. This year’s event is packed with strategic learning sessions, keynote presentations, thought leadership series, expert roundtables and, of course, a huge exhibition floor. Naturally, as a leading multichannel marketing solutions provider, InfoCision will be well-represented at this year’s […] Read More

Common Characteristics of a Great Company

By Steve Brubaker, InfoCision Chief of Staff What makes a great company? This is a difficult, if not impossible, question to answer because businesses are successful for a number of different reasons. There are, however, some common threads that most truly great organizations have in common. What follows is some of those traits: Innovation: Breaking […] Read More

The Importance of Setting Employees Up to Succeed

By Steve Brubaker, InfoCision Chief of Staff Businesses often closely examine the most effective means to get maximum productivity out of employees, which is of course a worthwhile goal. At InfoCision, however, we prefer to frame the discussion in a slightly different way: how can we set our workers up to give them the best […] Read More

Moving Beyond Your Trusty Customer Base

By Steve Brubaker, InfoCision Chief of Staff Customer loyalty is the ultimate sign of a great company. Consumers that continue to do business with you—especially with so many competitors constantly entering every sector—don’t just like your product or service: they trust it, which is an even bigger accomplishment. The problem with a loyal customer base […] Read More

Hollywood Studios Struggle to Find Marketing Sweet Spot

By Steve Brubaker, InfoCision Chief of Staff Often times, when major motion pictures are declared successes or flops in the media, the measurement used is simply how much money the film brought in at the box office versus how much it cost the studio to make. But according to an article from “The Hollywood Reporter” […] Read More

Report Shows Financial Services Lagging Behind With Customer Service

By Steve Brubaker, InfoCision Chief of Staff Generally speaking, what people want out of a financial services organization is for that company to make them money. And while profitability will always be the name of the game in the industry, a report commissioned by Avaya entitled “Financial Services Sector: Missing Customer Expectations?” shows that many […] Read More

Are You Learning From Your Customer Service Mistakes?

By Steve Brubaker, InfoCision Chief of Staff It’s a tale of two companies. Both firms realize they made a blunder with their customer service but they’re handling it entirely differently. Company A is proactive, addressing why the customer is upset and working to make sure the problem is permanently resolved; Company B is offering a […] Read More

The Importance of Delivering Contact Center Consistency

By Steve Brubaker, InfoCision Chief of Staff Consistency is crucial for any aspect of brand management and operations, but it is especially important for customer service. Providing a single first-class experience is great, but if your goal is to retain customers—and it should be—you have to be confident that your contact center is delivering a […] Read More