Category: Tips & Tricks

The contact center industry is constantly changing due to the intermittent churning of technological advancements and newfound customer needs. Whether you’re new to the industry or a seasoned pro, at some point or another, you will have to learn some new things. And enhancing your knowledge can help you become a better performer and a contact center rock star. Start by trying out different techniques on your calls

Posted by: Greg Alcorn, April 2, 2012

The Best Way to Give Advice

Sometimes when we offer real suggestions to others, they take it personally. They might not understand that you’re coming from a positive place. That is why you need to make sure the advice is part of a critique to make them better and not criticism to make them feel bad. Ask them first. It’s best to

soft skills training

I always enjoyed the scene in the 1980’s classic movie, The Blues Brothers, where Elwood and Jake strap a stolen speaker to the top of their 1974 Dodge Monaco cruiser and comb Chicago announcing their big event “…One night only, at the fabulous Palace Hotel Ballroom…” If only getting your political message out was as

Increasing response rates are always a top focus of any channel used to reach customers. With so many channels available today, marketers often spend a lot of time trying to increase the channels of message delivery. While that is a smart path to pursue, also consider little things that can increase the response rate within each

  4. Is the company compliant with laws and regulations? This includes FTC and FCC regulations, as well as local and state laws. The American Teleservices Association (ATA) has an industry, peer review standard, called the Self-Regulating Organization (SRO), that helps demonstrate such compliance.  For health related issues there are Health Insurance Portability and Accountability Act (HIPAA) requirements as well. Having

I recently began a seminar series over at the local community college talking about online marketing.  I’ve been working on websites and in the online marketing industry since 2003 and I’ve been working at GCS since July 2009. There has been a monumental shift in marketing with the rise of both social media sites and

Successful businesses find something they do best, do it better than anyone else, and do a lot of it. That is their core strength, competitive advantage or key differentiator.  –  But in every organization, there are many other things that still need to be done. So how do you keep your primary focus on those necessary elements

fix your call center

Emotional intelligence is defined as the ability to perceive, control and evaluate a person’s emotions. As customer service representatives, possessing emotional intelligence is key in understanding and incorporating the customer’s point of view in your presentations. There are four ways to navigate through your customer’s emotions: Perceiving emotion. You can’t physically see your customer so you