Multi Channel versus Omni Channel Customer Communication

Written by gcsagents on March 31, 2015

The simple way to understand the difference between the two approaches is to know begin with the prefixes, “multi” means many, and “omni” means all. Multi channel environments utilize many different communication devices and platforms to allow for customer interaction. For instance, a company allowing consumers to call, email, write and chat is taking a

Using Customer Experience to Outdo the Competition

Written by gcsagents on March 24, 2015

About Call Centers Having an effective call center is essential for any business, charity, or government organization. Unfortunately, many of these organizations are slow to embrace the changes of the last 20 years, and confront their customers with long hold times, confusing and frustrating automated scripts, and impersonal communications. Because your call center is the

Changing Lanes to Win More Customers

Written by gcsagents on March 17, 2015

Why you need more than a phone number and email address While having a regular postal address, phone, fax and email has been the standard for multi channel communications for years – it isn’t enough. Most customers don’t have the time to phone, don’t own a fax machine, want a faster response than a letter

Getting What You Measure in Customer Service

Written by gcsagents on March 10, 2015

Because businesses rely so heavily on their contact centers for key support, it’s imperative they maintain a constant awareness of how the call center and individual agents are performing. By giving customers the chance to voice their own satisfaction levels with each interaction, businesses can gain valuable insight into how their call centers are performing

Why you can’t just hire 50 more like Sara?

Written by gcsagents on March 3, 2015

I often get calls from new, growing companies trying to figure out how to grow their agent pool. They typically have started with a handful of people on the phone and are seeing success, but trying to figure out how to go from 5 to 50 with the same success. Do they continue to hire