Category: Communication

Posted by: George Simons, August 5, 2012

Get Right to the Source

If you search the term “right-sourcing” in Google, you get nearly 46 million results. Margaret Rouse from searchcio.com helps define right-sourcing as “a way to get the best results by using specialists to complete parts of a larger project.” It reminds me of the Express. Our objective for this publication is to provide employees with useful and interesting

When companies review their customer service levels, they typically rely on data from traditional telephone channels. However, as the Internet Generation reaches maturity and preceding generations adopt the technologies that the Internet Generation grew up using, consumers are expecting companies to offer methods of support other than standard contact center numbers. Competitive companies are adapting

 Information from Openforum.com, originally posted on June 13, 2012 According to American Express’ own blog, Open Forum, here are 9 tips on how you can get better at selling to the customer: Treat every call like an experiment. Doing this can help you visualize the results and execute the call more successfully. Disregard the skills

Posted by: Bucky Cline, July 5, 2012

Coaching Employees in the Contact Center 101

In the virtual conference this week, Greg Alcorn touched on many topics relating to the how’s and why’s of coaching and communication in the contact center. Quality coaching and active monitoring greatly improves our performance and helps us see where we can grow our skills. It is easy to take someone’s advice as criticism and not as

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

Category: Communication
call center agents
Posted by: George Simons, June 30, 2012

New Daily News Distribution

Most of you see our Daily News in paper form. Others receive it electronically if they have access to email. In the past, I’ve been manually distributing the Daily News as a simple email attachment, managing as many as four different distribution lists for the publication. All that has now changed. Thanks to the Marketing

The tension and excitement in the air are palpable this morning after the supreme court’s decision to uphold what many call “Obamacare”.  President Obama’s landmark health care reform bill has a number of stipulations. Among the most discussed: Everyone must buy health insurance Insurance companies may not deny coverage based on pre-existing conditions Children up

Category: Communication
Posted by: Bucky Cline, June 13, 2012

Components of Voice & Tone

Dr. Hale’s recent video guides us through some of the components of voice control and tone. This is a short excerpt from a training video we use with our associates. Because the audio channels are such a large part of the quality of service we provide to our client and their customers, we have an

Category: Communication
contact center KPIs
Posted by: Bucky Cline, June 13, 2012

The Power of Words

We’ve been changing our language here at GCS to better reflect our profession and skill sets.  A while ago I was tasked with finding a video to sum up the advantages of changing our language.  I came across a video done by Purple Feather (http://www.purplefeather.co.uk/), a UK company specializing in online content. The video itself