You Are Who You Are!

Written by Greg Alcorn on May 15, 2012
call center outsourcing services

Our VP of Organizational Development, Bucky Cline, walked into my office a few minutes ago because we had to collaborate on a meeting I’ll be ‘tech-support’ for tomorrow afternoon. I apologized while I fumbled with a mountain of papers on my desk, trying to move them out of the way so Bucky & I could

Have You Ever Done Work in Our Industry? [Expressed Interest]

Written by Greg Alcorn on April 25, 2012

Did you have a Johnny Stratton in your high school? Johnny went to my high school. He could do everything. He played four sports and was a star in all of them. He played the trumpet in the band, was class president and dated the prettiest girl. To top it all off, he was, and still is, a really nice guy. Johnny

The Best Way to Give Advice

Written by Greg Alcorn on April 2, 2012

Sometimes when we offer real suggestions to others, they take it personally. They might not understand that you’re coming from a positive place. That is why you need to make sure the advice is part of a critique to make them better and not criticism to make them feel bad. Ask them first. It’s best to

Personal Growth [Expressed Interest]

Written by Greg Alcorn on March 30, 2012

Yogi Berra said lots of funny, mixed up quotes. “You can’t think and hit a baseball at the same time” was one of my favorites. It sounds strange, but makes sense when you put it in the context of learning. Professional baseball players practice and drill so that instincts  take over in the millisecond they have for deciding whether to swing the bat.

Show the emotion you want them to see.

Written by Greg Alcorn on March 26, 2012

I check my side mirrors before I back up. Sounds routine. Something you learn in driver’s education. But, one time I didn’t and paid for it. For my first sales job out of school, I had a small, four door, company car that I parked in a tight garage. One morning, I put my bag in the back seat, started the

Now Hiring!

Written by Greg Alcorn on March 25, 2012
contact center consultants

GCS is ramping up hiring efforts and needs additional help fulfilling our clients’ needs. Roger Akers, vice president of operations explains: “Due to overwhelming demand from our existing clients for the month of April, we are now hiring in all domestic contact centers. Orientation classes will start on Monday, March 26th. Based on the current forecast, we expect to continue to hire in the coming weeks but have not

Co-workers are Customers Too

Written by Greg Alcorn on March 23, 2012
contact center consultants

In our industry, we’re taught you should do everything you can to make sure we do everything the client wishes to treat the customer well. The same can and should be said for the way you interact with your co-workers, too. What if Susie points out a mistake during your monitoring session? Do you get defensive or do you accept the critique in order

6 Degrees of Kevin Bacon

Written by Greg Alcorn on February 17, 2012

Everybody is connected to the actor, Kevin Bacon. You may be familiar with the “six degrees of separation” theory that says it takes just six personal associations to reach anyone in the United States. For example, I know someone, who knows someone I don’t know, who knows someone else, who knows someone, who knows Kevin

Complaints are an Opportunity

Written by Greg Alcorn on February 2, 2012
call center technology

A rose by any other name is still a rose. A complaint, however, by another name can be an opportunity. Complaints come in many forms. Forms such as valid, invalid, minor, major, resolvable, irresolvable, an excuse, avoidance, a lie, a response to an untruth or exaggeration or just a cry for help. Complaints are often