Category: Management

Posted by: Bucky Cline, August 7, 2012

Increase the Level Of Business in Your Daily Routine

In our last employee survey we asked for ideas from our employees about how they increase our level of business performance in their daily routines.  We got some great tips! Here they are: Make every call count, make calls presentable and always assume the sale. Be consistent, be at work when scheduled and keep idle/wrap

Businesses wanting to outsource interaction center and BPO processes face a complex set of decisions as they design an approach to customer care and communication. Once a business has decided to outsource portions of their business, they must choose whether to use a domestic, near-shore or off-shore BPO provider. Each of these options has there

Posted by: Greg Alcorn, July 2, 2012

Be A Coach, not a Supervisor.

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

Posted by: Bucky Cline, June 29, 2012

CRMXchange Webinar; Coaching with Style goes well!

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

contact center soft skills training

Say This, Not That Changing Language in Your Contact Center Can Make You More Professional and Accurate How do you feel when someone says the phrase “telemarketing?” Personally, myself and many of my co-workers cringe a little inside. Why? Because it sounds negative. In fact, the word “telemarketing” gives little insight into what it is

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

Posted by: Frank Camp, May 21, 2012

Leadership by Listening; Leadership & Management

When you see someone visiting your site, it is human nature to question their motive: are they a client or prospect? are they an auditor? is something important happening? Our clients use site visits to check up on their programs, but our management team takes advantage of site visits to not only check up on

call center technology

“Coming together is a beginning. Keeping together is progress. Working together is success.” -Henry Ford You see a memo about a relay race taking place at the site at noon. You hear mention of a site cookout taking place next month. Your supervisor tells you about a community service event the team is getting involved

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.