Ally is Right up my Alley

Written by Greg Alcorn on December 23, 2011

Have you seen the new commercials from Ally Bank. It  is right up my alley. I believe the best customer service is when common sense is the common ground.  The challenge in the outsourcing world is balancing structure with personality.  You can tell when scripting and compliance trump friendly service. When defining delivery of your

Toys for Tots in Salisbury

Written by Laura Jollay on December 16, 2011

Tony Burkett, call guide developer for GCS, has a place in his heart for children in need. Because of that, some really lucky kids and their families will be blessed. Tony was asked to head up the Toys for Toys campaign for his church and local community. Tony came to the Salisbury employees asking for

Leadership Rowan [Future Perspectives] ~ September 2011 Session

Written by Holly Czuba on December 10, 2011

Back in September I participated in my first day long Leadership Rowan session.  The theme of the day was Future Perspectives.  We heard several speakers from within the community, from a local farmer talking about utilizing drip irrigation to a small business owner discussing challenges that small businesses face. We also got to tour Catawba

Be “Jollay”! [Communication Tips for the Holidays]

Written by Laura Jollay on December 8, 2011

As far back as my 25 year-old memory can take me, I have heard “Jollay/jolly” Christmas jokes routinely around the holidays. As a kid, I thought it was cruel to be the brunt of some 8 year-old’s corny and somewhat unoriginal joke but now, it gives me a chuckle when I hear it and brings

Leadership Rowan [Artistic & Historic Perspectives] ~ November 2011

Written by Holly Czuba on December 7, 2011
contact center consulting services

November’s Leadership Rowan class was on artistic & historical perspectives in Rowan county. Our day started with a talk by Catawba Colleges history professor, Dr. Gary Freeze.  He gave us a brief overview of the history of Rowan County.  He did a fantastic job stringing cause and effect together from the county’s first charter to

Engaging, Professional & Valuable Customer Contacts

Written by Greg Alcorn on December 5, 2011
contact center KPIs

Our business has changed recently. We are winning and growing more customer service and business process outsourcing (BPO) programs and refining our outbound programs to be more customer friendly. I wrote last week about a major retailer that contracted with us to take supply orders by phone and post those requests to their order entry