Category: Expressed Interest

Posted by: Bryan Overcash, September 23, 2011

Facing Adversity Head On

At GCS, we’ve had our share of adversity this year. We’ve all felt it. But, what’s interesting is how we’ve all responded. There are many different responses to adversity. Unfortunately, most of them are negative: Denial—pretending nothing happened Anger—blaming others for what happened Giving Up—running from the problem, usually by quitting Depression—feeling sorry for oneself But,

call center technology
Posted by: Greg Alcorn, August 8, 2011

Four Absolutes of Quality

In the 1980’s, Philip Crosby came up with the Four Absolutes of Quality. We have used the Four Absolutes as the foundation for planning sessions, key decision-making and process improvement. I’m not a big fan of how Dr. Crosby originally wrote his Absolutes, so I’ll paraphrase: Conform to client’s expectations Prevention, not appraisal Zero defects

Posted by: Greg Alcorn, September 22, 2010

Perceptions & How We Present Ourselves

Last week GCS had the opportunity to sit down and examine the progress we were making towards altering our language to be more performance centric;  focused on communication and presentation skills.   This has been a long term transformation initiated two years ago.  Another piece in this puzzle is examining how we are presenting ourselves

Posted by: Greg Alcorn, September 4, 2010

It’s a g.A.s.

The famous motivational speaker and writer, Zig Zigler, teaches the importance of attitude with an exercise called “G.A.S.” He’ll ask you to visualize your favorite teacher or manager and to write down ten or fifteen attributes of that person. For example, one of my favorite teachers was smart, encouraging, fair, energetic, listened carefully, was challenging

Category: Expressed Interest
Posted by: Greg Alcorn, July 30, 2010

Mind Your Manners!

Greg Alcorn on Minding Your Manners… Where did you learn your good manners? Manners like saying Please and Thank You, opening the door for someone, and writing personal Thank You notes.  It seems like every generation can pick a TV or radio personality that defines their approach to manners: Barney, Mr. Rogers, Captain Kangaroo, even

Posted by: Greg Alcorn, July 14, 2010

Expressed Interest 7/9/10

A newspaper reporter asked the prolific bank robber, Willie Sutton, why he robbed banks. He responded with “because that’s where the money is.” A similar, albeit legal, response can be used to answer the question about why we adjust our work schedules throughout the month, week and day – “because that’s when the customers are

Category: Expressed Interest
Posted by: Greg Alcorn, July 2, 2010

Expressed Interest 7/2/10

Happy Birthday, America! July 4th will be America’s 234th birthday. Our associates in Eastwood City celebrated the Independence Day for the Philippines on June 12th. We are very fortunate to work in countries that are republics and have considerably more freedom and opportunities than many other governments. July Fourth is a big deal in our