Category: Expressed Interest

Category: Expressed Interest
Posted by: Greg Alcorn, October 31, 2012

Expressed Interest

We’re told by our clients that we communicate better and more than anyone else in the industry. That’s a nice compliment and hopefully it results in longer, more fruitful relationships. Our clients like the GCS Express and really like our documentation of process, results, action items and compliance. We try to stay current with our

Category: Expressed Interest
customer service in contact centers
Posted by: Greg Alcorn, October 26, 2012

Sales Update & Strategy

Sales is the oldest profession in the world. I guess that makes marketing the oldest process. Nothing starts ‘til you sell something and nothing gets sold unless it can be explained, branded and promoted. Our sales and marketing people are working hard to reach the right prospects with the right message about GCS. Over the

Category: Expressed Interest
Posted by: Greg Alcorn, October 25, 2012

Collaboration at GCS

I heard a college professor say the three things you need to have coming out of college are: Good writing skills Strong speaking skills An ability to work in groups Those are the same three traits that apply to working at GCS. There is both an art and a science to working in groups. You

contact center consultants
Posted by: Greg Alcorn, July 10, 2012

Safety Management

I always look for a reason to pass along principles from Dr. Jerry Bell. In his book, The Achievers, he outlines the traits of being a good person. Not just a good leader, but a good person. One of his chapters talks about the Five Horsemen of Death. It’s a pretty morbid name for five categories

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

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

Posted by: Greg Alcorn, February 17, 2012

6 Degrees of Kevin Bacon

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

call center technology
Posted by: Greg Alcorn, February 2, 2012

Complaints are an Opportunity

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

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

Category: Expressed Interest
Posted by: Greg Alcorn, November 24, 2011

Every Day is Thanksgiving!

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,