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Avoid Dead Air and Listen to Yourself

When I was in college, I worked for a local radio station. As a 20 year old kid, it was exciting but probably the most stressful job I’ll ever have. The thought of having possibly thousands of people listen to my voice was daunting. I had no idea how I sounded. I wasn’t even sure […]

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4 Traits of World Class Listening (Being an Active Listener)

We all know that listening is a important skill.  Both personally and professionally, being a good listener can make or break your success. Here are 4 tips, originally described by Dr. Jerry Bell (http://www.bellleadership.com/) to amp up your listening skills and become an active listener. Commit! It’s a Lifestyle To Listen or Not to Listen […]

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Tips for Protecting Your Goldmine

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 […]

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5 Benefits to Outsourcing Your Contact Center

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 […]

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Calling Your Mobile Phone Customers

Three Strategies for Increasing Results in the Call Center Channel

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 […]

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9 Tips for Choosing a Compliant Outsourcing Provider

Recent changes by the FCC have closed loopholes used by aggressive marketing practitioners to use inexpensive and intrusive technology to flood consumers with robo calls (recorded messages) and texts. We think this is a good thing.   One-with-one human interaction is an excellent way to provide service, share advice and offer compelling and helpful products and services. […]

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Why Should I Use Multiple Communication Channels ? (Thoughts from a Marketing Specialist and Consumer)

In my seminar series (from a marketing perspective), one of my main arguments is that you can’t ignore the proliferation of tools people use to find information and communicate in this brave new technology world. So I advocate that people think very carefully about which online tools to utilize (and believe me, you need to […]

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Use Your Emotional Intelligence to Connect to Your Customers

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 […]

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Who’s Contacting You and How You Can Opt Out

Understanding the National Do Not Call Registry and Opting Out on Your Own Terms In our industry, we talk an awful lot about the “Do Not Call” list and other regulations we must uphold. How assertive are you when it comes to managing your contacts and those marketers who try to reach out to you? […]

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Turn Down the Noise [When Customers Complain]

Have you heard of “customer noise?” In our industry, that usually means customer complaints. It occurs most frequently on outreach campaigns. At GCS, we take many precuations to avoid engaging someone who does not want to be contacted, but the situation does occasionally occur. Many customer complaints are caused because of a misunderstanding of exemptions […]

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