Training Emotional Intelligence Improves the Customer Experience [Empathetic Listening Skills]

Written by Greg Alcorn on January 31, 2012
call center customer service

Self-awareness, self-discipline and empathy are core components of what used to be called “character” but is now understood as something more–much more. Emotional Intelligence is an aptitude at the center of success in all aspects of human life. The emotionally adept display the ability to manage personal feelings well, and to read and deal effectively with other

X2 Mentoring

Written by Greg Alcorn on January 26, 2012

On Thursday, January 5th, the marketing team at GCS welcomed to the Salisbury office the X2 Mentoring group from the Youth Services Bureau in Rowan County. The X2 Mentoring Group provides community-based mentoring for local at-risk youth between the ages of 7 and 17. The group plans monthly activities, in addition to the one-on-one mentoring,

Use Your Emotional Intelligence to Connect to Your Customers

Written by Greg Alcorn on January 20, 2012
fix your call center

Emotional intelligence is defined as the ability to perceive, control and evaluate a person’s emotions. As customer service representatives, possessing emotional intelligence is key in understanding and incorporating the customer’s point of view in your presentations. There are four ways to navigate through your customer’s emotions: Perceiving emotion. You can’t physically see your customer so you

Turn Down the Noise [When Customers Complain]

Written by Greg Alcorn on January 13, 2012
contact center outsourcing

Have you heard of “customer noise?” In our industry, that usually means customer complaints. It occurs most frequently on outreach campaigns. At GCS, we take many precuations to avoid engaging someone who does not want to be contacted, but the situation does occasionally occur. Many customer complaints are caused because of a misunderstanding of exemptions

The Most Difficult Job at a Contact Center

Written by Greg Alcorn on January 5, 2012

I read a couple of articles this morning that got me to thinking about the nature of the Customer Management Representative position.  I’m going to suggest that the CMR has one of the most difficult positions at the interaction center. The two articles I read this morning re-enforce my position. First, CMR’s on outreach campaigns

Ally is Right up my Alley

Written by Greg Alcorn on December 23, 2011

Have you seen the new commercials from Ally Bank. It  is right up my alley. I believe the best customer service is when common sense is the common ground.  The challenge in the outsourcing world is balancing structure with personality.  You can tell when scripting and compliance trump friendly service. When defining delivery of your

Engaging, Professional & Valuable Customer Contacts

Written by Greg Alcorn on December 5, 2011
contact center KPIs

Our business has changed recently. We are winning and growing more customer service and business process outsourcing (BPO) programs and refining our outbound programs to be more customer friendly. I wrote last week about a major retailer that contracted with us to take supply orders by phone and post those requests to their order entry

Every Day is Thanksgiving!

Written by Greg Alcorn on November 24, 2011

Every day is Thanksgiving. We have one day to recognize all the aspects of Thanksgiving, but every day of the year has the same wants and needs. Giving food to a homeless person on Thanksgiving is a nice thing to do for that day. That person might be hungry the other days of the year,

Principles for “Selling Yourself”

Written by Greg Alcorn on October 28, 2011
interpersonal skills training for contact centers

Lou Holtz set 107 goals when he was young and has achieved 102 so far. He was an assistant coach at a small school when he wrote his goals and became head coach at Notre Dame, which was one of his goals. He also set goals to skydive and read the Bible cover to cover.

Remembering September 11, 2001

Written by Greg Alcorn on September 11, 2011
contact center innovations

The following is from this weeks GCS Express… It’s one of those days in American history that will forever be ingrained in our minds. It’s almost inconceivable to imagine it was ten years ago. Just like when man first walked on the moon or when President John F. Kennedy was assassinted, Americans remember where they were that day. We asked our Salisbury team if they