Coaching Employees in the Contact Center 101

Written by Bucky Cline on July 5, 2012

In the virtual conference this week, Greg Alcorn touched on many topics relating to the how’s and why’s of coaching and communication in the contact center. Quality coaching and active monitoring greatly improves our performance and helps us see where we can grow our skills. It is easy to take someone’s advice as criticism and not as

For or Against “Obamacare”, We Can Help You Motivate Your Base Constituents

Written by George Simons on June 29, 2012

The tension and excitement in the air are palpable this morning after the supreme court’s decision to uphold what many call “Obamacare”.  President Obama’s landmark health care reform bill has a number of stipulations. Among the most discussed: Everyone must buy health insurance Insurance companies may not deny coverage based on pre-existing conditions Children up

Learning Something New Everyday

Written by Bucky Cline on June 28, 2012
contact center consultants

As a kid, we had a dinner time ritual where my dad asked us what we learned in school that day.  At the time I found answering that question the hardest part of my day….and the most irritating.  [I could have taught a class in eye rolling.]  As a kid it was hard for me

Expand Your Operations Off-Shore Using a Build Operate Transfer Model

Written by Bryan Overcash on March 13, 2012

Smart companies looking to expand into foreign markets are now considering the Build-Operate-Transfer (BOT) model. Companies often recognize the cost-savings opportunities and/or strategic advantages of establishing an off-shore presence. However, the task of establishing that off-shore presence may seem daunting due to the numerous risks, as well as the time and effort involved. The BOT

9 Creative Ways to Use the Phone to Deliver Your Political Message

Written by George Simons on March 12, 2012
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

Inbound Customer Engagement ~ What’s Important to Our Clients? Metrics Measured.

Written by Frank Camp on February 24, 2012

Similar to our outbound contact center initiatives we manage on behalf of our clients, for our inbound clients, there are many “moving parts” which drive the measurements our clients have for us. Some of the measurements are unique to the type of interaction we manage (i.e. a sales call versus a customer service call), but

New FCC Limitations on Robo-Calls and Auto Text Messages

Written by Frank Camp on February 15, 2012

Today the Federal Communications Commission (FCC) approved new guidelines designed to limit the unapproved use of automatically dialed calls, or robo-calls, and automatic text messages. It also brings their requirements more in line with the Federal Trade Commission (FTC). The new rules were issued to close loop holes in the existing regulation that dates back

Common Outbound Metrics Measured in a Contact Center

Written by Frank Camp on January 24, 2012
contact center consultants

The Client Services team at GCS is charged with not only the overall, daily management of our programs, but also in keeping the pulse on what is important to our clients. Knowing their key metrics for success means we can focus on the right things internally to translate our results into what is most important

The 3 Biggest Mistakes in Membership Marketing

Written by Frank Camp on January 6, 2012

Are you in charge of fundraising for your non-profit organization?  Do you have a comprehensive outreach marketing plan in place or are you looking to start such a program.  Before you do so, read about the 3 Biggest Mistakes made in Membership Marketing. Not being relevant ~ What’s one of the worst things about marketing?