Tips to Stay Safe in the Summer Heat

Written by Bucky Cline on July 6, 2012

Summer has officially started! (I hear collective cheers in the background). With summer fun comes heat and humidity. And even though we spend much of our time inside, there are still special considerations for the workplace for safely enjoying the “hot” season. Always stay hydrated. This is important for everyone but it’s especially necessary for

Coaching Employees in the Contact Center 101

Written by Bucky Cline on July 5, 2012

In the virtual conference this week, Greg Alcorn touched on many topics relating to the how’s and why’s of coaching and communication in the contact center. Quality coaching and active monitoring greatly improves our performance and helps us see where we can grow our skills. It is easy to take someone’s advice as criticism and not as

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

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 (http://www.purplefeather.co.uk/), a UK company specializing in online content. The video itself

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

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

Enriching Your Life

Written by Bucky Cline on April 26, 2012

Learning something new means more than just picking up a new skill or trade.  It actually enriches your life and in many ways, makes you a better person. It doesn’t have to be a monumental laborious effort either.   It’s relatively easy to pick up something new every day.  Here are 10 ways to do