Don't let other people or things distract you while speaking with a caller. When you pick up the phone while you're eating, writing an email or reading a text message, don't kid yourself the person on the other end knows they don't have your full attention.

It is easy to communicate with anyone at any time of the day. Smartphones make everyone available at all hours. Even so, not all old forms of communication have become obsolete.

Pretend that you aren't talking to only the client, but to an audience that is watching the interaction. This is also important when interacting with your clients online, you never know who's watching.

It’s that time of year again for many people: time to make resolutions and set goals for the upcoming year!

Customer service is not an easy job. Sometimes your customers will be angry with you, need extra attention to understand things and sometimes things will simply be difficult.

If you need to transfer a caller, make sure to get their contact info just in case the call is disconnected. You've probably heard Call Centre Customer Service Representatives (CSRs) say this phrase "In case we get disconnected..."

Your after hours callers are just as important as those who call during office hours.

During the last month while travelling with my co-worker Jessica for courses, we've talked about winter driving a couple of times because she’s getting prepared to trade in her Irish drivers license for a Canadian one!

Avoid using 'cheers', 'uh-huh', 'mate', 'yeah', 'um' etc. Keep it friendly but business-like; you are speaking to a business contact not your drinking buddy.

Yesterday, October 28, site examiner Dan L'Heureux visited our site for our CAM-X Site Recertification. We are extremely excited to announce that we passed with flying colors!

On October 2nd, at the CAM-X (Canadian Call Management Association) 51st Annual Convention and Trade Show held at the Hilton Doubletree in Charleston, South Carolina, we were honoured with the 2015 CAM-X Award of Excellence for the 15th consecutive year!

On October 2nd, at the CAM-X (Canadian Call Management Association) 51st Annual Convention and Trade Show held at the Hilton Doubletree in Charleston, South Carolina, we were honoured with the 2015 CAM-X Award of Distinction for the 13th time!

We often get asked “Why do you think we need an Answering Service?” Rather than tell someone what they need, first we try to ask questions that help us find out more about them and their struggles. Here are a few of the questions we ask to help us understand how we can be of assistance.

A Telephone Answering Service (TAS) is a company that responds to and serves customers for other businesses. They are sometimes also referred to as Call Centres or Message Centres

Intercon is all about education and we educate continually. We have a wonderful education grid which is designed for anyone within the company to advance at a pace that is reasonable but challenging.

"Reality-Based Leadership: Ditch the Drama, Restore Sanity to the Workplace, and Turn Excuses Into Results" by Cy Wakeman

Inbound call centers do things like take orders. An example of that may be calling a 1-800 number that you see for a product you would like to have advertised during a TV commercial.

We are very excited to announce that our very own, Pat Vos has been selected as a recipient of the On Course Ambassadors of the Year Award for 2013. She was nominated by Kathy Magee of Northern Alberta Institute of Technology.

I feel that I am very fortunate to work at Intercon Messaging. One of the many reasons is that there are so many people here that love to read!