Personal Growth [Expressed Interest]

Written by Greg Alcorn on March 30, 2012

Yogi Berra said lots of funny, mixed up quotes. “You can’t think and hit a baseball at the same time” was one of my favorites. It sounds strange, but makes sense when you put it in the context of learning. Professional baseball players practice and drill so that instincts  take over in the millisecond they have for deciding whether to swing the bat.

Show the emotion you want them to see.

Written by Greg Alcorn on March 26, 2012

I check my side mirrors before I back up. Sounds routine. Something you learn in driver’s education. But, one time I didn’t and paid for it. For my first sales job out of school, I had a small, four door, company car that I parked in a tight garage. One morning, I put my bag in the back seat, started the

Now Hiring!

Written by Greg Alcorn on March 25, 2012
contact center consultants

GCS is ramping up hiring efforts and needs additional help fulfilling our clients’ needs. Roger Akers, vice president of operations explains: “Due to overwhelming demand from our existing clients for the month of April, we are now hiring in all domestic contact centers. Orientation classes will start on Monday, March 26th. Based on the current forecast, we expect to continue to hire in the coming weeks but have not

Co-workers are Customers Too

Written by Greg Alcorn on March 23, 2012
contact center consultants

In our industry, we’re taught you should do everything you can to make sure we do everything the client wishes to treat the customer well. The same can and should be said for the way you interact with your co-workers, too. What if Susie points out a mistake during your monitoring session? Do you get defensive or do you accept the critique in order

Basic Computer Security Awareness [Security Awareness Month at GCS]

Written by Bob Dunmire on March 21, 2012

Here at GCS this month we’re focusing on Security Awareness.  IT departments have a great responsibility at any company, but in a Contact Center they are responsible for all Telephony hardware and software along with company-wide hardware, software and security. Security should not only IT’s responsibility. Everyone is responsible for security. IT can help with

Expand Your Operations Off-Shore Using a Build Operate Transfer Model

Written by Bryan Overcash on March 13, 2012

Smart companies looking to expand into foreign markets are now considering the Build-Operate-Transfer (BOT) model. Companies often recognize the cost-savings opportunities and/or strategic advantages of establishing an off-shore presence. However, the task of establishing that off-shore presence may seem daunting due to the numerous risks, as well as the time and effort involved. The BOT

9 Creative Ways to Use the Phone to Deliver Your Political Message

Written by George Simons on March 12, 2012
soft skills training

I always enjoyed the scene in the 1980’s classic movie, The Blues Brothers, where Elwood and Jake strap a stolen speaker to the top of their 1974 Dodge Monaco cruiser and comb Chicago announcing their big event “…One night only, at the fabulous Palace Hotel Ballroom…” If only getting your political message out was as

Three Strategies for Increasing Results in the Call Center Channel

Written by George Simons on March 8, 2012

Increasing response rates are always a top focus of any channel used to reach customers. With so many channels available today, marketers often spend a lot of time trying to increase the channels of message delivery. While that is a smart path to pursue, also consider little things that can increase the response rate within each

9 Tips for Choosing a Compliant Outsourcing Provider

Written by George Simons on March 6, 2012

  4. Is the company compliant with laws and regulations? This includes FTC and FCC regulations, as well as local and state laws. The American Teleservices Association (ATA) has an industry, peer review standard, called the Self-Regulating Organization (SRO), that helps demonstrate such compliance.  For health related issues there are Health Insurance Portability and Accountability Act (HIPAA) requirements as well. Having