Engaging Customers

Written by Frank Camp on March 23, 2011

  According to Michael LeBoeuf, Ph.D., author of  How to Win Customers and Keep them for Life, 68% of customers are lost due to indifference. Indifferent customers are a result of pure neglect. He goes on to say the that the biggest secret in business is that success is not determined by dollars, facts or

The American Teleservices Association (ATA) Helps our Industry Grow through Advocacy, Education & Networking

Written by Bryan Overcash on March 22, 2011

I was fortunate enough to attend the American Teleservices Association (ATA) National Convention in Phoenix last week. The allure of early March in Phoenix was apparently just the prescription for many of us from the Mid-Atlantic, Northeast and Midwest. And, while the weather didn’t disappoint, neither did the real reasons for attending the ATA National

Exercise & Work | What I’ve Discovered!

Written by Bucky Cline on March 10, 2011

It seems as if you can’t turn on the TV, surf the internet or pick up the newspaper these days without seeing an article or story about the benefits of exercise and diet to a healthier and more productive you.  It seems that Americans are becoming an obese society, costing us huge sums of money

Building Rapport!

Written by Frank Camp on March 9, 2011

While walking the floor with the managers as the process was taking place, one idea kept coming to mind – how great it was to see the relationships and rapport that was growing each day between supervisors and agents. I found an article that talks about rapport and how it relates to the coaching process. Although it deals with coaching in a law firm, many of the principles certainly apply to our industry as well.