Archive by Author

What a week. Disaster Preparedness at GCS.

What a week! The superstorm, Sandy, has left damage and destruction that will take a long time for recovery. The amount of repair is staggering and in some cases, recovery will be more like replacement. Some homes and commercial buildings will not be rebuilt. With so much advanced notice, media and government announcements made preparation […]

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Being 100% Compliant is like Bowling a 300

Our definition of compliance is doing the same thing over and over again and expecting the SAME result. It’s a play on the insanity definition popularized by fitness promoters and certainly helps send the message of consistency in following client requirements. Recently, we had a surprise audit from a client requesting a random sample of […]

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Necessity of Compliance

As we work our way through these hard economic times, there can be tendencies to cut corners by reducing training, quality or compliance activities. NOT at GCS! Over the last few years, compliance has gone from a necessary evil to an absolute, non-negotiable process. In one broadcast, Garrison Keillor, the NPR Prairie Home Companion host, […]

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Keeping Customer Service Affordable

The Affordable Care Act requires a lot of study to fully understand the policy. That’s why I’m going to let someone else fully understand it. An NPR commentator noted that most people understand their mobile phone plan better than their health care plan. Regardless of our level of understanding, chances are health care reform will […]

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When It Comes to Fostering Business and Personal Relationships Creatively, Soap-on-a-Rope Didn’t Work for Us

Soap-on-a-rope. Back in the SOMAR days, one of the first promotional items we sent to clients was, yes, soap-on-a-rope. For the life of me, I can’t remember what the tag line was, but do I know we didn’t reorder. Our clients know GCS can be both classic and creative in our communication and recognition of […]

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Usage of Call Blending in Contact Centers [Expressed Interest]

Synergy is a “so twenty years ago” term, but in some cases it is still the best description of a process. A great example of synergy in our business model is our call blending process. Call blending is when multiple client programs can be merged in multiple channels. For example, we can have a large […]

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What’s it take to have a successful business over a long period of time?

What’s it take to have a successful business over a long period of time? Most people would say “luck” and they might be right in some cases. At GCS, our mission statement ends with the phrase “for this generation and the next.” Meaning, we want to be in business for about forty years. What does it take to have a business […]

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