How to Decide What to Outsource. If anything.

Written by Greg Alcorn on July 16, 2012
contact center KPIs

Are you having trouble deciding what your company should outsource?  Here’s one really quick way to decide. Decide What Functions Your Company Should Outsource 10 minutes will help you decide what business functions to outsource.  Make a list of your business functions. Reorder your list of business functions in order of “Most Critical“.  (i.e. Item number 1

9 Tips to Get Better at Selling Anything

Written by George Simons on July 12, 2012

 Information from Openforum.com, originally posted on June 13, 2012 According to American Express’ own blog, Open Forum, here are 9 tips on how you can get better at selling to the customer: Treat every call like an experiment. Doing this can help you visualize the results and execute the call more successfully. Disregard the skills

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

Teaching an Old Dog New Tricks: Learning New Things in the Contact Center Industry

Written by Bucky Cline on April 23, 2012

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

Tips for Protecting Your Goldmine

Written by Frank Camp on April 12, 2012

Have you been considering an outreach program to your customers or prospects to tell them about your products or services but just aren’t sure about the customer experience? Good for you! In the wrong hands, that investment could disappear. What things should you consider before collaborating with an outsource contact center? What controls should they

5 Benefits to Outsourcing Your Contact Center

Written by Frank Camp on April 11, 2012

For businesses spanning all ranges of products and services, outsourcing works. A major area in which it works quite effectively is the two-way communication between your business and your customer contacts. Although there are other reasons for this type of outsourcing, here are five major reasons why contact center outsourcing works so effectively: 1. Cost

6 Degrees of Kevin Bacon

Written by Greg Alcorn on February 17, 2012

Everybody is connected to the actor, Kevin Bacon. You may be familiar with the “six degrees of separation” theory that says it takes just six personal associations to reach anyone in the United States. For example, I know someone, who knows someone I don’t know, who knows someone else, who knows someone, who knows Kevin

Complaints are an Opportunity

Written by Greg Alcorn on February 2, 2012
call center technology

A rose by any other name is still a rose. A complaint, however, by another name can be an opportunity. Complaints come in many forms. Forms such as valid, invalid, minor, major, resolvable, irresolvable, an excuse, avoidance, a lie, a response to an untruth or exaggeration or just a cry for help. Complaints are often