Angry Customers are Often Right

By Steve Brubaker, InfoCision Chief of Staff   One of the hardest realities to face in the customer service industry is that even if you do everything right, there will always be unhappy customers that require extra attention. You just can’t please everyone all the time, no matter how hard you try. This is the … Continued


Three Signs You Need to Scale

 We’ve all been there. You’re getting ready for a night out, standing in front of the mirror getting dressed, and all of a sudden you realize you’ve outgrown your favorite pair of pants. Of course, it’s not a big deal. It happens to everyone. But it might become a problem if you don’t put them … Continued


How to Make Your Donor Outreach Program Soar

The economy has soared to new heights in 2017, and charitable contributions have followed suit. According to Giving USA’s annual philanthropy report, individual donations are poised to climb 4 percent to a staggering $390 billion this year. But just because Americans are feeling generous this year, contact center leaders are in no position to rest … Continued


Change Your Employee Performance Metrics to Better Reflect Customer Engagement

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 from the other, and both are strategic … Continued


Enhance Your Digital B2B Strategy to Attract More Buyers

Is your company one of the many investing more marketing dollars in digital channels these days? If so, your organization is following the trend to sagely engage customers where they “live,” i.e., the spaces they frequent when looking for information on products and services. In fact, 82 percent of marketers responding to a Regalix survey … Continued


Why the Phone Provides High-Value Leads

Recent research by BIA/Kelsey predicts that annual calls to businesses from smartphones will reach 162 billion by 2019. This number is a dramatic increase—more than double—over the 77 billion calls generated similarly last year. Much of this traffic is due to the proliferation of mobile ads that merge with the scrolling feed-based interfaces of social … Continued


People, process and analytics create successful B2B model

In today’s economy, companies must focus their efforts on core competencies and choose partners to help provide the return they need growing their business.  At last month’s IT EXPO in Miami I had the chance to enjoy the sunshine and connect with longtime colleague, Rich Tehrani, TMC CEO, to discuss how InfoCision is partnering with … Continued