Be A Coach, not a Supervisor.

Written by Greg Alcorn on July 2, 2012

We certainly did not know exactly what to expect with the CMRxchange webinar. Holly Czuba, George Simons and I accepted the offer to present a live session on coaching, communication and collaboration to an online audience of contact center professionals. George had the idea of taking each topic and asking a lead-in question to promote

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,

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

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.

The Importance of Collaboration Between Departments

Written by Greg Alcorn on May 21, 2012
contact center consultants

I’m worried about the next generation of managers. Of course, that’s what my parents said thirty years ago. Thirty years ago, leadership programs and management principles were centered around case studies and round table discussions. Today, we Google it. Our contact centers are hours, time zones and oceans apart from one another. Yet, we expect to have