…The Right Call…

I always look for a reason to pass along principles from Dr. Jerry Bell. In his book, The Achievers, he outlines the traits of being a good person. Not just a good leader, but a good person. One of his chapters talks about the Five Horsemen of Death. It’s a pretty morbid name for five categories [...]

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 [...]

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. [...]

Over the past several months, I’ve been working on launching some back-end tools for our online application process for the HR department allowing them to better manage applicants during the hiring process.  One of the final steps is the training of the 15 users of the  new system. I have done my best to communicate [...]

While walking the floor with the managers as the process was taking place, one idea kept coming to mind – how great it was to see the relationships and rapport that was growing each day between supervisors and agents. I found an article that talks about rapport and how it relates to the coaching process. Although it deals with coaching in a law firm, many of the principles certainly apply to our industry as well.

How do we ensure that we have consistency in culture, processes, procedures and daily tasks across a number of locations in different states and areas of the country? This is a question that comes up in some fashion on a daily basis. It must be attacked with a plan in mind if you want to [...]

You never appreciate what you have until it’s gone. That cliché applies to vacations in an office setting very well. At GCS, we have many managers who have teams reporting to them. So what happens when those managers go on vacation? Our business model has to have flexibility to handle changes in attendance. We have [...]