Category: Communication

tips for contact center staffing

Yesterday was Valentine’s Day and as usual, the color red was in abundance. So when I walked into an associate’s office this morning and saw a vase of beautiful yellow roses – I noticed. Besides just being different, it reminded me how much my grandmother loved yellow roses. In fact, she would rather receive yellow

Posted by: Frank Camp, February 15, 2011

6 Tips on Leading an Effective & Efficient Conference Call

Let’s face it, conference calls are even more of a necessity in many industries today.  When managed properly, they are an effective means of communication and a valuable business tool because they decrease travel costs and increase the speed of decisions. Below are some of the key tips I have found effective to use when

Category: Communication
Posted by: Bucky Cline, February 8, 2011

Diffuse the Difficulty | Working with a Difficult Customer

At some point, you are going to come across a difficult customer or even co-worker. Those situations are often uncomfortable. What do you do if you have an irate customer on the line or a co-worker screaming about something you did or did not do? First, make sure you RESPOND to the situation instead of

call center technology

I found myself challenged with the topic for the blog given everything I experienced last week. Even with the typical trials of traveling, from cancelled flights, locked keys in rental car and treacherous driving conditions,( not to mention my laptop taking a roundtrip vacation to NJ for the weekend,) I landed on what I feel

Category: Communication

Did you know that this week is NATIONAL LETTER WRITING WEEK? Yeah, me neither.  But what a fantastic week. In an age where everything is instant… text message, email, IM, etc;  we have all come to value anything handwritten that pops up in our ‘snail’-mailbox. I open items that appear hand written before I even finish

Category: Communication
contact center consultants
Posted by: Frank Camp, December 21, 2010

Spreading Culture & Consistency Across Centers

How do we ensure that we have consistency in culture, processes, procedures and daily tasks across a number of locations in different states and areas of the country? This is a question that comes up in some fashion on a daily basis. It must be attacked with a plan in mind if you want to

contact center outsourcing
Posted by: Frank Camp, December 14, 2010

The Virtues of Being Optimistic

In the contact center environment, being optimistic is a significant benefit. Because of the many people our agents come in contact with, having a predisposition to believe you can solve each customer’s concern or provide a relevant product or solution is important. We use various methods to identify potential agents with this aptitude.

Posted by: Greg Alcorn, December 6, 2010

Practice Makes Permanent

You’ve heard the old adage of “practice makes perfect”, maybe when you were playing a musical instrument or learning to write or participating in sports. Fact is, practice makes permanent, not always perfect. We strive to make perfect presentations.  Sometimes that involves breaking engrained speaking habits that are permanent, but not perfect.  For example, did