Category: Productivity

Posted by: Frank Camp, March 9, 2011

Building Rapport!

While walking the floor with the managers as the process was taking place, one idea kept coming to mind – how great it was to see the relationships and rapport that was growing each day between supervisors and agents. I found an article that talks about rapport and how it relates to the coaching process. Although it deals with coaching in a law firm, many of the principles certainly apply to our industry as well.

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

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

Posted by: George Simons, November 23, 2010

A Strategic Start.

GCS has a Strategic Planning meeting each fall to prepare for the upcoming year.  This year was no different.  On Monday, November 15th, all department heads descended on Salisbury, NC for a three-day event that included a lot of hard work, brainstorming and presentations.  Below is a brief description of how the meeting started, with a guest