Category: Communication

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.

Contact Center staffing

As part of a project for my Masters course at Gonzaga University, I interviewed Jack Whitt, northern regional director, to discuss communication practices at GCS. Jack has been with GCS since nearly its inception and has seen the company grow over the past ten years. His experience and input was valuable to the communication audit

contact center outsourcing

What’s that saying –“Rome wasn’t built in a day.” Who even has an hour these days? Let’s face it: a lot goes on at a contact center. You have shift changes, shift meetings, new hires, training, calls, coaching, breaks -the list goes on. With all that activity, effective communication is necessary to keep all associates on the same page. A small breakdown in communication could lead to potentially disastrous missteps. Effective communication can mean minimal mistakes, easier transitions, smooth workflow and happier associates. What do happier associates mean for your site? That’s right- better performance!

Posted by: Bucky Cline, June 21, 2011

Ways to Deal with Difficult People

We’ve all had to deal with difficult people at some point.  Difficult people can present a unique problem when they are your employees and it is your job to manage them. I’d like to note that dealing with difficult people is different than conflict management.  Conflict management is about dealing with a difficult situation. I am going to posit some

Posted by: Greg Alcorn, June 7, 2011

Tips for Selling Anything!

We did a webinar with the ABIA yesterday.  We covered some marketing and communication tips and best practices for your agency.  Here are some of the tips that were covered. 1. Feet on the Street still work Keep yourself visible at all times. Promote your agency both internally and externally. Everyone you know should know what

George and I recently attended an HR Roundtable of Charlotte area companies that are members of the Contact Center Network Group. We were given a list of what would be considered universal HR problems and asked to rank them. The list included, Recruitment Attendance Compensation Training & Development Employee Engagement What would you rank as your most

Posted by: Frank Camp, March 23, 2011

Engaging Customers

  According to Michael LeBoeuf, Ph.D., author of  How to Win Customers and Keep them for Life, 68% of customers are lost due to indifference. Indifferent customers are a result of pure neglect. He goes on to say the that the biggest secret in business is that success is not determined by dollars, facts or