Spreading Culture & Consistency Across Centers

Written by Frank Camp on December 21, 2010
contact center consultants

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


Written by Frank Camp on December 16, 2010

  Has it really been 9 years? Let me start by saying something that I have not said nearly enough over the years –  Thank You.  GCS would not be the company we are today if it were not for the leap of faith taken by a group of dedicated people nine years ago.  I’ll

What’s the best thing about burnt popcorn?

Written by Holly Czuba on December 14, 2010

Trick Question! There is nothing good about burnt popcorn. In fact, I stongly dislike the person that makes popcorn at work.  It stinks the whole place up for the rest of the day and makes me want some of my own popcorn – neither outcome is desirable. But let me just confess right now. I

The Virtues of Being Optimistic

Written by Frank Camp on December 14, 2010
contact center outsourcing

In the contact center environment, being optimistic is a significant benefit. Because of the many people our agents come in contact with, having a predisposition to believe you can solve each customer’s concern or provide a relevant product or solution is important. We use various methods to identify potential agents with this aptitude.

Don’t Flood them with eMails, Flatter them with a Phone Call

Written by George Simons on December 7, 2010
customer service in contact centers

Are you prepared for the onslaught of holiday emails? My inbox the day before Thanksgiving was a small taste of what is to come the week before the Christmas holiday. That’s when hundreds of my “favorite companies” will be thanking me for my business and wishing me well with a heartfelt email blast. I am

What do I do at GCS?

Written by Frank Camp on December 7, 2010

Frank is responsible for overseeing all the company’s client services activities, including client application development and scheduling. He brings more than 20 years of teleservices experience to GCS. Prior to joining GCS, Frank held VP of client services positions in two of the nation’s largest customer care and teleservices agencies. That’s what our website says

Practice Makes Permanent

Written by Greg Alcorn on December 6, 2010

You’ve heard the old adage of “practice makes perfect”, maybe when you were playing a musical instrument or learning to write or participating in sports. Fact is, practice makes permanent, not always perfect. We strive to make perfect presentations.  Sometimes that involves breaking engrained speaking habits that are permanent, but not perfect.  For example, did