Calling All Contact Center Managers: How to Improve Your Quality of Customer...
By Steve Brubaker, InfoCision Chief of Staff A successful, customer-oriented team of contact center agents don’t get that way over night. An expert team requires expert attention from a manager who...
View ArticleLeverage Big Data to Make a Customer-Agent Match Made in Heaven
By Steve Brubaker, InfoCision Chief of Staff In the not-too-distant past, customers were randomly matched with contact center agents based on the order in which their call was received—essentially like...
View ArticleThe Power of InfoCision’s ‘Family-oriented’ Atmosphere
By Steve Brubaker, InfoCision Chief of Staff At InfoCision, we take pride in our supportive, communicative workplace atmosphere. In fact, we often refer to our offices as having a rather ‘family-like’...
View ArticleAre You Spending Enough Time on Quality Assurance?
By Steve Brubaker, InfoCision Chief of Staff When’s the last time you received a well-rounded view on the quality of your contact center’s procedures? If you don’t use a regular method of quality...
View ArticleAre You Arming your Agents with Enough Information?
By Steve Brubaker, InfoCision Chief of Staff It’s no secret that consumers weigh their judgments on a company based on its success in providing optimal customer care. Today’s buyers are more impatient...
View ArticleOur Top Advice for Achieving Fundraising Success
By Steve Brubaker, InfoCision Chief of Staff At InfoCision, we continually remind ourselves of our goal to become the best, not the biggest, name in the customer care industry by providing highly...
View ArticleDo Your Agents Pass the Stress Test?
By Steve Brubaker, InfoCision Chief of Staff Imagine for a moment you’re on the line with a taxing customer; at the same time you’re in the midst of searching for an answer for another caller all while...
View ArticleStudy 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...
View ArticleTop 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;...
View ArticleHow 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,...
View ArticleDerive 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...
View ArticleThree 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...
View ArticleTake 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...
View ArticleEngaging Your Customers Starts With Engaging Your Agents
By Steve Brubaker, InfoCision Chief of Staff One of the keys to providing quality customer care is to keep contact center agents engaged in their work. After all, agents who are dissatisfied or bored...
View ArticleActive Listening: An Agent’s Key to Customer Care Success
By Steve Brubaker, InfoCision Chief of Staff Being a contact center agent can be extremely hectic. Amidst fielding calls, finding solutions, answering questions and entering data, it can be easy to...
View ArticleWhy There’s No Room for Perfectionists on the Road to Success
By Steve Brubaker, InfoCision Chief of Staff In the wake of the U.S. Women’s National Team’s run to the World Cup, soccer fever has once again swept through America. But with that spotlight has come...
View ArticleWhy Providing Agents with Analytics is Essential to Your Success
By Steve Brubaker, InfoCision Chief of Staff In The Art of War, Sun Tzu writes that “Every battle is won or lost before it is ever fought,” referring to the immense preparation that is necessary to be...
View ArticleAre You Compliant with the New FCC Rules?
By Steve Brubaker, InfoCision Chief of Staff On Thursday June 18th, the FCC approved a TCPA Declaratory Ruling that is meant to “protect consumers from unwanted robocalls and texts.” The ruling was...
View ArticleHow to Keep Your Communicators Cool This Summer
By Steve Brubaker, InfoCision Chief of Staff While we long for the balmy summer months during the dead of winter, we oftentimes yearn for a blast of cool air once the humidity and the scorching heat...
View ArticleDoes Your Customer Care Strategy Match Your Customers’ Expectations?
By Steve Brubaker, InfoCision Chief of Staff When push comes to shove customer care is all about being able to pivot with your customer’s ever-changing expectations. And with customer care expectations...
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