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Three Contact Center Technologies to Be Thankful for This Year

By Steve Brubaker, InfoCision Chief of Staff Thanksgiving is a time of reflection and giving thanks. While we are all thankful for friends and loved ones, there is also plenty to be thankful for as a contact center manager—like the invaluable tools that ensure high contact center services ROI. Help yourself to a warm piece […] Read More

Let a Contact Center Services Provider Make the Holidays Happy

By Steve Brubaker, InfoCision Chief of Staff Every C-level executive and contact center manager can feel it coming; the holiday season is rapidly approaching, which means every department is going to be extremely busy from Thanksgiving until New Year’s. In the past, you may have strived to just “get through” or “survive” this hectic time, […] Read More

Time to Start Planning Your 2015 Marketing Strategy

By Steve Brubaker, InfoCision Chief of Staff As Thanksgiving, Black Friday, Cyber Monday and the sprint to the end of the year approach, the impulse to delay planning your 2015 marketing strategy is certainly understandable. Until the calendar flips, every department at your company is going to be in overdrive dealing with customers. At the […] Read More

If an Offer Doesn’t Reach Your Customers, Does it Make a Sound?

By Steve Brubaker, InfoCision Chief of Staff We’ve all heard the philosophical question asked: If a tree falls in a forest and nobody hears it, does it make a sound? That debate will probably go on forever. But as we reach the home stretch of 2014, InfoCision would like to pose a different question: If […] Read More

Is Your Contact Center Ready to Be Truly Great This Holiday Season?

By Steve Brubaker, InfoCision Chief of Staff Black Friday and Cyber Monday are right around the corner, and that means contact centers need to kick operations into high gear. This influx of calls is generally a mix of buyers—although some consumers prefer to shop in brick-and-mortar stores, many choose to call in and make purchases […] Read More

Common Sense and Instinct Plays a Role in Customer Service

By Steve Brubaker, InfoCision Chief of Staff Providing a high quality of customer service can require empathy, knowledge of the customer’s pain points or even technological solutions that help make the process easier for the consumer. Sometimes, however, all it takes is a little common sense. In one case 24-year-old woman was refused at a Starbucks […] Read More

The Importance of Staying Connected With Your Employees

By Steve Brubaker, InfoCision Chief of Staff It’s that dreaded statement no boss wants to hear from his or her superstar employee: “Do you have a moment? I need to talk to you about something.” Sure it can be as harmless as asking a question about a strategic initiative, but it also could be the […] Read More

Best Practices for Freshening Up Your Company Website

By Steve Brubaker, InfoCision Chief of Staff When is the last time you took an honest look at your company website? If you can’t remember, chances are it’s time to do it again. Aggregated research shows that most customers tend to check out a company’s website far before they ever pick up the phone or […] Read More

Why the ‘Contact Us’ Form No Longer Cuts It

By Steve Brubaker, InfoCision Chief of Staff At some point in your Internet life you’ve probably experienced it. You visit a company’s website to ask a question about a product or service and, after looking high and low for some kind of contact information, you realize the only way to reach the business is by […] Read More

Harvest a New Crop of Customers This Fall

By Steve Brubaker, InfoCision Chief of Staff   The cold weather is slowly but surely starting to roll in, which means farmers and gardeners everywhere will soon be gathering their fall crops. But you don’t have to grow wheat or vegetables to reap a big return this year. By employing the most up-to-date multichannel marketing […] Read More

Akron’s Own LeBron James Passes Tiger Woods on Forbes’ Brand List

By Steve Brubaker, InfoCision Chief of Staff As an Akron-based business, the entire InfoCision team was thrilled when our hometown hero, LeBron James, decided to come back to the state of Ohio by signing as a free agent with the Cleveland Cavaliers. LeBron, an Akron native, has long been a source of pride for our […] Read More

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