Intersecting Sports and the Contact Center World

Written by Greg Alcorn on June 12, 2012
call center agents

One might think that the world of sports has little to nothing in common with the contact center industry but that is not true. First foremost like coaches, managers have an active role in the success of their team. By using language that promotes learning, issue management and success, managers help boost morale and encourage

Think Outside the Box. Avoid Cliches

Written by Greg Alcorn on June 12, 2012

Oftentimes we’re told to avoid clichés: in speeches, in letters and especially when speaking to clients/customers. But why? Here are some things you might not have known about clichés: They are not always easily understood. Oftentimes the reasons we become annoyed with the use of clichés is because it makes the conversation confusing; therefore, we

Avoid Dead Air and Listen to Yourself

Written by Bucky Cline on June 12, 2012

When I was in college, I worked for a local radio station. As a 20 year old kid, it was exciting but probably the most stressful job I’ll ever have. The thought of having possibly thousands of people listen to my voice was daunting. I had no idea how I sounded. I wasn’t even sure

WII-FM…What’s In It For Me?

Written by Bucky Cline on June 12, 2012

  If you break it down, every decision you make every day is guided by the question “What’s in it for me?” The answer is not always about what you will get, but about how you will feel. This is one reason sales people talk about selling benefits and advantages as opposed to features.  Benefits

4 Traits of World Class Listening (Being an Active Listener)

Written by Greg Alcorn on June 12, 2012

We all know that listening is a important skill.  Both personally and professionally, being a good listener can make or break your success. Here are 4 tips, originally described by Dr. Jerry Bell ( to amp up your listening skills and become an active listener. Commit! It’s a Lifestyle To Listen or Not to Listen

Mind Mapping is a Great Way to Brainstorm

Written by Greg Alcorn on June 12, 2012

It’s been a long time since I’ve been afraid of the concept of brainstorming.  So long, in fact, that I had forgotten that brainstorming exercises in elementary terrified me. Now I list brainstorming as one of my strongest abilities. So, when a co-worker pointed out that the practice in question can be intimidating to people

Pardon Us!

Written by Greg Alcorn on June 11, 2012

Pardon Us!  Over the next several days GCS will be posting a number of blogs in preparation for a webinar that Greg will be participating in on Wednesday. Greg will be running a session called “Coaching with Style” at 12:30 EST on Wednesday, June 13.  He will cover several areas that can improve management style.

Say This, Not That; Changing Language in Your Contact Center

Written by Bucky Cline on June 8, 2012
call center technology

We use a lot of jargon in this industry. Most of the terms have been floating around for years. Sometimes, though, certain words develop a negative connotation. At GCS, we are trying to adopt more positive, cutting-edge terms. Doing this will make us more successful because we will sound more professional. Here are some examples