How To Improve Your Quality of Life Starting With The Workplace

Everyone becomes burnt out on some aspect of his or her life at some point or another. It’s an inevitable part of life; however, when it comes to employee burnout there are a number of solutions upper management can employ to remedy this problem inside the workplace.

And while there are people that feel their work life and personal life should be entirely separate entities, it’s almost impossible for the two to not bleed together, especially when one is affecting the other in a negative way. For instance, if you have a poor diet outside the workplace and you are too exhausted from the work day to even consider exercising afterwards your overall health might not be conducive to a focused, upbeat attitude during work.

However, businesses that inspire their employees to improve their quality of living both inside and outside the workplace are generally better, stronger and more collaborative companies. In fact, a recent study from Virgin Pulse titled “9 Habits You Need For a Thriving Workforce” revealed that 67 percent of employees who work at organizations that promote good health and wellness say their company is a better place to work. In addition, these companies experience 55 percent lower turnover and 46 percent higher employee engagement levels.

The study also goes on to suggest the ways in which companies can help their employees build better habits. Here a few best practices that contact center supervisors can implement to improve the well-being of their employees:

  • Match employees with tasks that capitalize on their strengths
  • Create a dedicated professional development program that aims to help employees reach their personal and professional goals
  • Provide more robust health, dental, insurance benefits to ensure your employees receive nothing but the best care
  • Take measured steps to encouraging a healthy lifestyle by offering gym memberships or providing a wellness program
  • Dedicate yourself to ensuring your corporate culture is positive, team oriented and encouraging

Helping your employees improve their quality of living isn’t just about improving productivity to produce higher contact center services ROI. Rather, it’s a crucial step in demonstrating your care for your employees and your appreciation for all of their hard work.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.

Consumers Value Relationship Over Product Innovation

I want you to take a moment and think about your favorite brand. What makes you stay loyal to this particular company? Is it because its marketing messages resonate with your personal goals and interests? Or perhaps it’s due to the quality of customer care exuded through these messages. After all, customer care goes beyond the walls of the contact center. In fact, brand to customer relationships start with the marketing department and are further nurtured through customer care professionals who understand their consumers’ needs and communicate this knowledge effectively.

In fact, according to a recent study from The Fortune Knowledge Group in collaboration with Gyro, buyers find an array of qualities far more important than the actual product when it comes to choosing a company to patronize. Interestingly enough, in many cases buyers value a company’s corporate culture, beliefs, goals and dedication to cultivating long lasting relationships above product innovation.

And while product innovation is undeniably a huge factor in a brand’s overall success, today’s consumers are beginning to value the connectedness they feel with the brands they love. So let’s highlight a few ways businesses can work towards fostering better relationships with their customers based on the insights derived from the aforementioned study:

  • Live and breathe your core values: Customers respect brands that emanate strong values and beliefs. So if one of your business’s core values is to be an industry game-changer by providing the utmost quality of customer care, then you’d better start acting like it. Your customers may not know this your core value, but in living and breathing this particular belief it will eventually become apparent. As well, it will help your team stay consistent in its delivery of customer care as each and every member must work to provide the same level of service.
  • Weigh in on current events: Without becoming too controversial, try taking a stance on a particular current event or social issue through marketing channels like social media, for instance. Oftentimes it helps your consumers understand your values and beliefs. It will also give your brand a chance to further assert its unique personality, and customers that share the same value and beliefs as your brand will likely become that much more loyal to you. But before taking this approach consult some do’s and don’ts…read our article about Starbucks attempt at weighing in on a social issue.

Never underestimate the power of human connectedness; it just might be the differentiating factor between you and a competitor.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.

Transitioning Customers from ‘Like’ to ‘Love’

What’s better than a bouquet of roses or a heart-shaped box of chocolates on February, 14th? In my opinion, it’s unmatched quality of customer service.

A recent Forrester blog suggested that in 2015 companies will aggregate more information from CRM platforms in order to improve the customer experience. In other words, this year the contact center is going to be defined by going that extra mile to improve customer relationships to transition first-time prospects into loyal brand proponents.

Executives should be focusing on what they can do to ensure consumer retention. It’s no secret that the quality of customer service directly affects your ROI. Providing exceptional service is vital to a company’s future development.

So, what more can your company do to encourage customers cross the line from ‘like’ to ‘love?’ Here are a few suggestions:

  • Utilize Business Analytics: Collecting and leveraging relevant data and analytics can help immediately improve your understanding of consumer behavior and habits. For instance, do your customers prefer live chat over phone calls to solve queries? When you understand the trends of your client base, you’ll be able to offer more tailored customer service.
  • Appreciate Your Employees: Satisfied and fulfilled employees produce higher quality service for your organization, a topic we cover frequently on this So prioritize internal corporate culture as much as you do stellar customer service. It’s the small things like celebrating a top-notch customer interaction or a new sale deal that will make the difference.
  • Provide Expert Training to Your Operators: Rather than having a contact center use a blanket script for all consumers, customize your scripts for the various demographics you touch. Businesses that outsource contact center operations must care about cultivating the right voice for their brand in order to maintain a positive reputation. At InfoCision, we go beyond the typical phone operator standard by staffing our facilities with expertly trained Communicators who provide personalized customer service based on specific client demographics.

The question remains: how are you going to spread the love this year? Comment in the box below and tell us how you’re going to improve your quality of customer service this month and beyond!

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.

InfoCision Named a National Top Workplace

Quality, Integrity and Family Atmosphere a Winning Formula for Employees

Typically when you see companies ranked as a top workplace you rarely, if ever, see a call center company listed. Well we just found out that InfoCision has been named one of the top 150 workplaces in the nation! Right off the bat that should tell you InfoCision isn’t like any ordinary call center company. We’ve always worked to break the perception people have of our industry and chart our own workplace course by creating a place where people enjoy coming to work.

Yesterday, Workplace Dynamics LLC, released its National Top 150 Workplaces List based on employee survey results from companies in more than 30 major markets around the country, and InfoCision was on the list. Obviously to be named to something like this for any reason would be a tremendous honor, but what makes me most proud of InfoCision’s ranking on this list is that it was based on responses to surveys taken by our employees as part of the Plain Dealer’s regional Top Workplaces program. And when those results were compared to other participating companies with more than 1,000 employees from all over the country, our employees feel InfoCision is one of the best.

A corporate culture employees want to be part of makes a top workplace

For me, it goes to show that making a real focus on the well-being of your employees makes a huge difference in their lives. Plus when you are committed to quality and integrity, committed to the quality and integrity of the people you hire, the way you operate, and the services you provide you can’t help but succeed. Gary and Karen Taylor founded InfoCision on many core values, and one of them is that InfoCision would be a place where employees truly cared about each other, a real family atmosphere. In fact, our new CEO Craig Taylor has been focusing his efforts on putting those core values back at the forefront of everything we do.

Although InfoCision has a diverse client base, knowing that we’re a trusted partner of some of the nation’s most respected corporations and nonprofits makes our job even more meaningful.  When you work in a family atmosphere and know that the work you do is making a real difference in the world – whether for our nonprofit clients or helping the customers of a commercial client – it makes a job more than a job. That’s really what we have always strived to make InfoCision: a place where people enjoy coming to work.

For a flavor of what life at InfoCision is like, please check out this short video.