Teaching an Old Dog New Tricks: Learning New Things in the Contact Center Industry

Written by Bucky Cline on April 23, 2012

The contact center industry is constantly changing due to the intermittent churning of technological advancements and newfound customer needs. Whether you’re new to the industry or a seasoned pro, at some point or another, you will have to learn some new things. And enhancing your knowledge can help you become a better performer and a contact center rock star. Start by trying out different techniques on your calls

Notes on Innovation [Business Skills with Bucky]

Written by Bucky Cline on January 6, 2012

Final Skills meeting of 2011 Next call will be in January. 2001 has been an unusual year for GCS and while it has presented us with an unusual business climate i. the long term impact will create a stronger and more diversified company. the last call we had was on core competency training for management

Ways to Deal with Difficult People

Written by Bucky Cline on June 21, 2011

We’ve all had to deal with difficult people at some point.  Difficult people can present a unique problem when they are your employees and it is your job to manage them. I’d like to note that dealing with difficult people is different than conflict management.  Conflict management is about dealing with a difficult situation. I am going to posit some

Win with Effective Training | Use One on One Engagement

Written by Bucky Cline on May 3, 2011
contact center consultants

Over the past several months, I’ve been working on launching some back-end tools for our online application process for the HR department allowing them to better manage applicants during the hiring process.  One of the final steps is the training of the 15 users of the  new system. I have done my best to communicate

Will I Ever Be Engaged? Exploring Employee Engagement in the Workplace

Written by Bucky Cline on April 20, 2011

George and I recently attended an HR Roundtable of Charlotte area companies that are members of the Contact Center Network Group. We were given a list of what would be considered universal HR problems and asked to rank them. The list included, Recruitment Attendance Compensation Training & Development Employee Engagement What would you rank as your most

Conviction is Key

Written by Bucky Cline on April 15, 2011

One of our chapters in our Presentation Consistency Initiative is Product Conviction.  Here is an article by Zig Ziglar about the importance of Product Conviction. The late Mary Crowley frequently commented that one person with a conviction would do more than a hundred who only had an interest.  Commitment is the key to staying the

Exercise & Work | What I’ve Discovered!

Written by Bucky Cline on March 10, 2011

It seems as if you can’t turn on the TV, surf the internet or pick up the newspaper these days without seeing an article or story about the benefits of exercise and diet to a healthier and more productive you.  It seems that Americans are becoming an obese society, costing us huge sums of money

Diffuse the Difficulty | Working with a Difficult Customer

Written by Bucky Cline on February 8, 2011

At some point, you are going to come across a difficult customer or even co-worker. Those situations are often uncomfortable. What do you do if you have an irate customer on the line or a co-worker screaming about something you did or did not do? First, make sure you RESPOND to the situation instead of

You’ve got 45 seconds!

Written by Bucky Cline on October 5, 2010

…or the Art of the Elevator Pitch… How many times have you been in a situation where you’d like to inform a stranger about the great things your company could do for them but found yourself stumbling or them uninterested? Here’s a good example of how NOT to make a sales pitch… [youtube=http://www.youtube.com/watch?v=ZnMeRcGf_nM] Now, we