New Daily News Distribution

Written by George Simons on June 30, 2012
call center agents

Most of you see our Daily News in paper form. Others receive it electronically if they have access to email. In the past, I’ve been manually distributing the Daily News as a simple email attachment, managing as many as four different distribution lists for the publication. All that has now changed. Thanks to the Marketing

CRMXchange Webinar; Coaching with Style goes well!

Written by Bucky Cline on June 29, 2012

Presenting at a conference takes a lot of work and planning. Not to mention the travel time. Fortunately, last week, President and CEO Greg Alcorn got to do it all from the comfort of his office. CRMXchange hosted a virtual contact center conference this week. Greg hosted a session titled “Coaching, Communicating and Collaborating Your Way

For or Against “Obamacare”, We Can Help You Motivate Your Base Constituents

Written by George Simons on June 29, 2012

The tension and excitement in the air are palpable this morning after the supreme court’s decision to uphold what many call “Obamacare”.  President Obama’s landmark health care reform bill has a number of stipulations. Among the most discussed: Everyone must buy health insurance Insurance companies may not deny coverage based on pre-existing conditions Children up

Learning Something New Everyday

Written by Bucky Cline on June 28, 2012
contact center consultants

As a kid, we had a dinner time ritual where my dad asked us what we learned in school that day.  At the time I found answering that question the hardest part of my day….and the most irritating.  [I could have taught a class in eye rolling.]  As a kid it was hard for me

Components of Voice & Tone

Written by Bucky Cline on June 13, 2012

Dr. Hale’s recent video guides us through some of the components of voice control and tone. This is a short excerpt from a training video we use with our associates. Because the audio channels are such a large part of the quality of service we provide to our client and their customers, we have an

The Power of Words

Written by Bucky Cline on June 13, 2012
contact center KPIs

We’ve been changing our language here at GCS to better reflect our profession and skill sets.  A while ago I was tasked with finding a video to sum up the advantages of changing our language.  I came across a video done by Purple Feather (, a UK company specializing in online content. The video itself

Good FEATURES lead to BENEFITS you can use to your ADVANTAGE

Written by George Simons on June 13, 2012
contact center outsourcing

Long held sales advice was, “Know the FEATURES, but sell the BENEFIT.” The thought was while good selling skills require strong product knowledge of features, what people buy is the benefit the product or service brings to them. That is a good start, but don’t forget the ADVANTAGE provided by the benefit. The advantage is

Classic vs. Creative Communication

Written by George Simons on June 13, 2012

I like classic things. There is something comfortable and predictable about a classic. You can settle back and enjoy the experience because you know what you are getting. No need for extra energy or focus, just observe and enjoy the experience. Classics are normal, functional and serve their purpose well. What better way to spend

Put an End to Ineffective Sentence Bookends

Written by Greg Alcorn on June 13, 2012

A sentence bookend is a word or phrase at the beginning and/or end of a sentence often used to fill space, is often not necessary and is even distracting when used frequently. I once worked with a guy who seemed to end every sentence with the word “right.” It quickly became annoying and pompous. “Well,