Principles for Leadership from Dr. Gerald Bell

Written by Bucky Cline on July 23, 2012

About two years ago our company had Dr. Gerald Bell come to speak on leadership and management strategies.  I was unable to attend his event myself, but I am consistently reminded of some of his principles (which I find very useful!). This morning, our Vice President of Human Resources, Bucky Cline, saw fit to remind

CRMXchange Webinar; Coaching with Style goes well!

Written by Bucky Cline on June 29, 2012

Presenting at a conference takes a lot of work and planning. Not to mention the travel time. Fortunately, last week, President and CEO Greg Alcorn got to do it all from the comfort of his office. CRMXchange hosted a virtual contact center conference this week. Greg hosted a session titled “Coaching, Communicating and Collaborating Your Way

Tips & Activities for Team Building in the Workplace

Written by Bryan Overcash on April 13, 2012
call center technology

“Coming together is a beginning. Keeping together is progress. Working together is success.” -Henry Ford You see a memo about a relay race taking place at the site at noon. You hear mention of a site cookout taking place next month. Your supervisor tells you about a community service event the team is getting involved

Three Strategies for Increasing Results in the Call Center Channel

Written by George Simons on March 8, 2012

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

Improving Corporate Communications (Tips to Implement at Your Contact Center)

Written by Greg Alcorn on July 13, 2011
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!

Listening isn’t the same as waiting for your turn to talk.

Written by Bryan Overcash on October 6, 2010
veterans day

I was doing some research on presentation styles the other day and ran across something that reminded me of this maxim: Listening isn’t the same as waiting for your turn to talk. I think we’ve all done it.  Sat there and listened to someone talk with our eyes wandering around, drumming our fingers or twiddling