The Most Difficult Job at a Contact Center

Written by Greg Alcorn on January 5, 2012

I read a couple of articles this morning that got me to thinking about the nature of the Customer Management Representative position.  I’m going to suggest that the CMR has one of the most difficult positions at the interaction center. The two articles I read this morning re-enforce my position. First, CMR’s on outreach campaigns

Even Google Understands the Value of Dialog with Your Customers

Written by George Simons on September 12, 2011
call center agents

I recently read an article about Google and their roll out of contact center support of their AdWords service. The article is a reminder of how important solid customer service is and how, when done right, the experience can transform a perceived cost center into a real revenue opportunity. Previously Google used email and an

The Evil Micromanager. Or, when it’s OK to Micromanage…

Written by Frank Camp on August 22, 2011
call center outsourcing services

Micromanaging has a negative connotation associated with it. And rightly so. No one likes to have their boss breathing down their neck, making decisions for them. All employees appreciate a certain amount of autonomy in their work. It allows for ownership of their work. It allows for a more engaged employee. Don’t agree? Check out the video in this post.

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!

Tips for Selling Anything!

Written by Greg Alcorn on June 7, 2011

We did a webinar with the ABIA yesterday.  We covered some marketing and communication tips and best practices for your agency.  Here are some of the tips that were covered. 1. Feet on the Street still work Keep yourself visible at all times. Promote your agency both internally and externally. Everyone you know should know what

Will I Ever Be Engaged? Exploring Employee Engagement in the Workplace

Written by Bucky Cline on April 20, 2011

George and I recently attended an HR Roundtable of Charlotte area companies that are members of the Contact Center Network Group. We were given a list of what would be considered universal HR problems and asked to rank them. The list included, Recruitment Attendance Compensation Training & Development Employee Engagement What would you rank as your most

Sell Me More, Sell Me More

Written by George Simons on January 19, 2011

In the musical Grease, there is a catchy little piece entitled “Summer Nights” with the chorus sung by the Pink Ladies and the T-Birds. The girls and boys are prodding Sandy and Danny for details of their first date. The chorus to the song implores them to “ Tell me more, tell me more.“ We

Leadership Rowan [Local Government] ~ October 2011

Written by Holly Czuba on January 6, 2011
call center outsourcing services

October’s Leadership Rowan day was about Local Government.  Local government day was something I found to be very informative. The last time I remember learning anything about how our government operated I was 14, and that was geared towards operations of our federal government. I’ll give a brief synopsis of a couple of the big