Interview with Steve Brubaker of InfoCision

Steve Brubaker, Senior Vice President of Corporate Affiars for InfoCision Management Corporation, a leading provider of call center solutions, specializing in political, Christian and nonprofit fundraising, and sales and customer care. Brubaker never thought he would find himself in the telemarketing industry. Brubaker has been with InfoCision since 1985 and has been with the company to witness its explosive growth. 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. This includes training and resources to make sure your call center is compliant. Brubaker knows all companies and call centers deal with call center talent management. He 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.