Steve Brubaker on Call Center Talent Management and Becoming an Employer and Call Center of Choice

Steve Brubaker is Senior Vice President of Corporate Affairs for InfoCision Management Corporation, a leading provider of call center solutions, specializing in political, Christian and nonprofit fundraising, and sales and customer care. He talked with Customer Management IQ’s Blake Landau about call center talent management and best practices in dealing with regulation and compliance in the call center.

Brubaker knows that when regulators decide to address a problem, rather than using a "scalpel" they come in with an axe causing sweeping regulations. This takes navigation and investment from a company’s standpoint, including training and resources to make sure your call center is compliant. All companies and call centers deal with call center talent management. Brubaker wants to teach you how to engage employees on a personal level, be part of the process, and help call center contribute to the company’s success.

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Brubaker believes when the company succeeds the employees succeed. Ten years ago InfoCision became an employer of choice. They have doctors and nurses on-site, fitness centers and wellness days to talk about being healthier as individuals. This has helped the company reduce their costs on healthcare. The call centers have driven healthcare costs down through a focus on workplace wellness and healthy employees; and keeping the call center representatives healthy and happy is key critical for the company.