Recap of the Call Center Optimization Forum in Charlotte

Written by Greg Alcorn on April 21, 2011

If a genius and a moron had a conversation, which one would learn the most? There is an old proverb that starts by asking “if a genius and a moron had a conversation, which one would learn the most?” The answer – “the genius” because the genius is naturally and constantly curious, while the moron

Will I Ever Be Engaged? Exploring Employee Engagement in the Workplace

Written by Bucky Cline on April 20, 2011

George and I recently attended an HR Roundtable of Charlotte area companies that are members of the Contact Center Network Group. We were given a list of what would be considered universal HR problems and asked to rank them. The list included, Recruitment Attendance Compensation Training & Development Employee Engagement What would you rank as your most

Conviction is Key

Written by Bucky Cline on April 15, 2011

One of our chapters in our Presentation Consistency Initiative is Product Conviction.  Here is an article by Zig Ziglar about the importance of Product Conviction. The late Mary Crowley frequently commented that one person with a conviction would do more than a hundred who only had an interest.  Commitment is the key to staying the