Soft Skills Training Tips for Exceptional Customer Service

Written by gcsagents on June 29, 2016
soft skills training

What makes soft skills so hard to master ? For contact center managers and supervisors, teaching adults in the workplace to relate more effectively and consistently to their customers and colleagues can feel like herding cats. Of course, it just feels that way — soft skills can be learned, reinforced, and continually refined. As customer

3 Tips for Great Contact Center Staffing: The People Perspective

Written by gcsagents on June 1, 2016
call center staffing

Getting and keeping the right number of chairs filled is key to the bottom-line success of any contact center. Assembling the ideal number of staff to meet SLAs while not over spending is heavily dependent on forecasting. The more accurate the forecast, the more cost-effective staffing levels will be. A baseline contact center staffing plan