Utilizing a Cross Functional Team in Problem Solving

Written by Bob Dunmire on July 19, 2012

The word teamwork has been thrown around the business world for ages. But in the last 10 years, some (very successful) companies have been implementing a teamwork strategy with ______.  I’m talking about utilizing a crossfunctional team. Let’s start with what I mean by crossfunctional. A crossfuntional team is composed of members from diverse functional

The American Teleservices Association Gets a New Name [ATA Becomes PACE]

Written by Bob Dunmire on May 23, 2012
contact center outsourcing

The American Teleservices Association, is a non-profit trade organization dedicated exclusively to helping with the advancement of companies who utilize contact centers as an integral channel of operations. Recently they have adopted a new name, more reflective of the service its members provide. The organization will now be known as the Professional Association for Customer Engagement or PACE.  This

When You Go Surfing, Avoid Phishing

Written by Bob Dunmire on April 2, 2012

We are all aware of scams and phony emails, but can you really recognize the difference between a bogus email and a real one? So what is phishing? Phishing is a technique where scammers try to obtain personal information by creating and sending out email messages that look like legitimate business correspondence. A popular example

Basic Computer Security Awareness [Security Awareness Month at GCS]

Written by Bob Dunmire on March 21, 2012

Here at GCS this month we’re focusing on Security Awareness.  IT departments have a great responsibility at any company, but in a Contact Center they are responsible for all Telephony hardware and software along with company-wide hardware, software and security. Security should not only IT’s responsibility. Everyone is responsible for security. IT can help with

FTC to Release Cell Phone Numbers from the Do Not Call Registry – Really?

Written by Bob Dunmire on March 6, 2012

Federal Trade Commission (FTC) was going to release cell phone numbers to telemarketers and cell phone users only had a few days left to place their number on the National Do Not Call Registry. We have uncovered the truth – The verdict: This rumor is FALSE. If you been forwarded a similar email from a

New Years Resolutions from the Tech Corner

Written by Bob Dunmire on January 11, 2012
tips for contact center staffing

Last Thursday was the IT/Applications Development Update day on the morning call.  I felt (albeit partly in my own self interest) obliged to provide everyone with some simple tips to keeping their computer running effectively and efficiently. (Step by step instructions are for a machine using Windows 7) Run a Disk Clean Up 1. From

What will the Call Center look like in 20 years? GCS’s Technology Team Answers.

Written by Bob Dunmire on November 24, 2010

It’s always a fun exercise to imagine what your industry will look like in 20 years.   This article over at Call Center Helper does just that, asking several industry experts what they think the call center will look like in 20 years.  I’ve asked some of our Technology team to read the article and give