Category: Management

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.

Smart companies looking to expand into foreign markets are now considering the Build-Operate-Transfer (BOT) model. Companies often recognize the cost-savings opportunities and/or strategic advantages of establishing an off-shore presence. However, the task of establishing that off-shore presence may seem daunting due to the numerous risks, as well as the time and effort involved. The BOT

Successful businesses find something they do best, do it better than anyone else, and do a lot of it. That is their core strength, competitive advantage or key differentiator.  –  But in every organization, there are many other things that still need to be done. So how do you keep your primary focus on those necessary elements

A great thing about the new year is you can look back and see what experiences provided new working knowledge that you can apply in the new year. For some top performers in Wheeling, WV, last year was filled with learning opportunities and personal success, which helped define the new goals for this year. Supervisor Larry Waldrum

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

call center agents

I recently read an article about Google and their roll out of contact center support of their AdWords service. The article is a reminder of how important solid customer service is and how, when done right, the experience can transform a perceived cost center into a real revenue opportunity. Previously Google used email and an

Posted by: Holly Czuba, August 24, 2011

Leadership Rowan ~ Simulated Society ~ Lessons Learned

I’ve had the good fortune to be provided with the opportunity to take part in a year long leadership class.  Leadership Rowan is  designed to prepare individuals to assume leadership roles in the county and to further enhance the abilities of existing leaders.  One day each month from September to May we will meet at

call center outsourcing services
Posted by: Frank Camp, August 22, 2011

The Evil Micromanager. Or, when it’s OK to Micromanage…

Micromanaging has a negative connotation associated with it. And rightly so. No one likes to have their boss breathing down their neck, making decisions for them. All employees appreciate a certain amount of autonomy in their work. It allows for ownership of their work. It allows for a more engaged employee. Don’t agree? Check out the video in this post.