Inbound Customer Engagement ~ What’s Important to Our Clients? Metrics Measured.

Written by Frank Camp on February 24, 2012

Similar to our outbound contact center initiatives we manage on behalf of our clients, for our inbound clients, there are many “moving parts” which drive the measurements our clients have for us. Some of the measurements are unique to the type of interaction we manage (i.e. a sales call versus a customer service call), but

6 Degrees of Kevin Bacon

Written by Greg Alcorn on February 17, 2012

Everybody is connected to the actor, Kevin Bacon. You may be familiar with the “six degrees of separation” theory that says it takes just six personal associations to reach anyone in the United States. For example, I know someone, who knows someone I don’t know, who knows someone else, who knows someone, who knows Kevin

New FCC Limitations on Robo-Calls and Auto Text Messages

Written by Frank Camp on February 15, 2012

Today the Federal Communications Commission (FCC) approved new guidelines designed to limit the unapproved use of automatically dialed calls, or robo-calls, and automatic text messages. It also brings their requirements more in line with the Federal Trade Commission (FTC). The new rules were issued to close loop holes in the existing regulation that dates back

How Does a Calling Campaign Start in a Contact Center?

Written by George Simons on February 13, 2012

Did you ever wonder how a new program is implemented at GCS? What may seem simple on the surface does have some complexity to it. Here are a few things to know: Each program is custom developed for our clients. Because their requirements are usually unique, each program is created individually in the GCS system to insure we

Metrics Measured in a Customer Service Contact Center

Written by Frank Camp on February 10, 2012
call center agents

Similar to our outbound contact center initiatives we manage on behalf of our clients, for our inbound clients, there are many “moving parts” which drive the measurements our clients have for us. Some of the measurements are unique to the type of interaction we manage for the client (i.e. a sales call versus a customer service call)

Help Your B2B Company in 10 Minutes a Day Using LinkedIn

Written by George Simons on February 3, 2012

Spend 10 minutes each day over the next 6 days helping your company increase their leads.  Why? Well everyone wants more business!   Day 1: Complete Your Linked In Profile Make sure you have a complete LinkedIn Profile. If you don’t have a LinkedIn account yet, it is easy to sign up (Sign up on

Complaints are an Opportunity

Written by Greg Alcorn on February 2, 2012
call center technology

A rose by any other name is still a rose. A complaint, however, by another name can be an opportunity. Complaints come in many forms. Forms such as valid, invalid, minor, major, resolvable, irresolvable, an excuse, avoidance, a lie, a response to an untruth or exaggeration or just a cry for help. Complaints are often