Mind Your Manners!

Written by Greg Alcorn on July 30, 2010

Greg Alcorn on Minding Your Manners… Where did you learn your good manners? Manners like saying Please and Thank You, opening the door for someone, and writing personal Thank You notes.  It seems like every generation can pick a TV or radio personality that defines their approach to manners: Barney, Mr. Rogers, Captain Kangaroo, even

Negative Nellie or Positive Pam? Dealing with Negative Attitudes on Your Team

Written by Greg Alcorn on July 28, 2010
customer service in contact centers

We’ve all encountered individuals that seem to see everything from the glass half empty perspective.  Of course, everyone has those days when the grass is greener over there… but for some individuals this attitude is part of their personality.   Encounters with these types of individuals in your personal life require as much effort as

Ergonomics : Sitting at a Desk ALL DAY.

Written by Greg Alcorn on July 27, 2010
tips for contact center staffing

Guest Blogger, Laura Czuba, a Process Improvement Specialist studying Ergonomics in home health care gives us a few tips on staying loose at the office: After a long workday at the office, is your back sometimes sore?  Are your eyes tired?  Are your shoulders, arms, and legs stiff?  If so, some ergonomic tips relevant to

On Making Mistakes

Written by Greg Alcorn on July 22, 2010
fix your call center

Making mistakes? I could write a book about it!! My favorite principles about making mistakes come from Tom Peters and his books “In Search of Excellence” and “A Passion for Excellence”. These are 1980’s books with timeless value. One principle was “Fail Forward Fast”. If you can test changes in your process, take calculated risk,

What Motivates: Autonomy, Mastery & Purpose

Written by Greg Alcorn on July 20, 2010

A couple of weeks ago, I asked an important question during our 8:10 call. What motivates workers? My answers come from a study done at MIT.  Dan Pink’s lecture : The Surprising Truth About What Motivates Us (the video of his lecture is posted below) does a GREAT job of laying out the study.  Here’s

Customer Think | Technology Isn’t a Substitute for Great Service

Written by Greg Alcorn on July 16, 2010
call center customer service

Customer Think | Technology Isn’t a Substitute for Great Service. Guy Tweedale makes a great point in this article.  Technology will always be a part of business, and social media applications are changing the landscape drastically, but when it comes down to it, you’ve got to deliver great service.  The truth will out! The truth

Top Performer : Debbie Call

Written by Greg Alcorn on July 16, 2010

Debbie Call is a top performer in Saltville. Here is her advice: “I feel you have to be able to focus on each customer individually to make them feel comfortable sharing their personal information with you. Listen carefully to their needs and concerns, ask probing questions and respond with the features and benefits that correspond

Expressed Interest 7/9/10

Written by Greg Alcorn on July 14, 2010

A newspaper reporter asked the prolific bank robber, Willie Sutton, why he robbed banks. He responded with “because that’s where the money is.” A similar, albeit legal, response can be used to answer the question about why we adjust our work schedules throughout the month, week and day – “because that’s when the customers are

Tired of Talking to a Robot?

Written by Greg Alcorn on July 13, 2010

Sure, machines have their place and IVR’s are getting more sophisticated. Still, who isn’t a little bit tired of talking to a machine? Not every situation can be boiled down to a “Press 4 for current balance” or “Press 5 to hear our exciting offer.” There are times when your experience with a company is

It doesn’t hurt to ASK.

Written by Greg Alcorn on July 7, 2010
contact center KPIs

Well, we’re not in school any more, so we won’t be asking professors about grades, BUT perhaps we should still keep in mind that there are no dumb questions? Yesterday in our Sales & Marketing meeting our CFO, Bryan Overcash, brought up a great point. It never hurts to ASK. The worst thing that can