Customer Service by the Numbers

Written by Frank Camp on November 8, 2012

As the old saying goes, “One thing that is always constant is change.” We all know that our industry is rapidly changing. From the technology we use to the clients we service, the needs of those in the business world continue to morph. Consumers continue to gain power in the communication process. One can now

Tips for Collaborating in the Workplace

Written by Frank Camp on October 29, 2012

In his famous one-hit-wonder “Ice, Ice, Baby,” Vanilla Ice tells us to “Stop, collaborate and listen.” It’s catchy and there’s also some truth to what he’s saying. Collaboration is an important workplace practice. Whether you’re giving a supervisor your input on a new program or you’re building out a proposal for a potential new client,

How Are Customer Communication Habits Changing? Or Not Changing?

Written by Frank Camp on October 23, 2012
call center agents

The communication preferences of consumers continue to shift in America. According to the Pew Internet and American Life Project, Americans are digitally connected now more than ever. “As of September 2012, 85% of American adults have a cell phone, and 45% have a smartphone. As of early 2012, 58% have a desktop computer, 61% have

The Power of Call Monitoring and Compliance

Written by Frank Camp on September 4, 2012
contact center KPIs

I’ve been spending some time over the past few weeks looking at the call quality monitoring feedback our clients provide. Most of the GCS team is “intimately” familiar with the amount of call quality monitoring our clients do on a monthly basis.  In some cases we monitor directly with our client, in others they have

Mind Your Pace & Diction

Written by Frank Camp on August 27, 2012

Some things in this business you can’t control, like a customer having a bad day or the weather causing a power outage. But there are many things we can control, or at least influence, including our clients’ evaluation of our performance. At GCS, we strive to be the best in everything we do. And part

Campaign Director Overview

Written by Frank Camp on July 26, 2012

To put it in simple terms, Campaign Director is a dialing platform. It is a technology solution that allows us to do what our business model sells, to make customer contacts and help our clients manage business relationships. Primarily we make outbound contact calls to customers for our clients and take inbound calls from customers for our clients. Different platforms have

Reach Out to Customers on the Most Popular Communication Channels

Written by Frank Camp on July 20, 2012

When companies review their customer service levels, they typically rely on data from traditional telephone channels. However, as the Internet Generation reaches maturity and preceding generations adopt the technologies that the Internet Generation grew up using, consumers are expecting companies to offer methods of support other than standard contact center numbers. Competitive companies are adapting

Leadership by Listening; Leadership & Management

Written by Frank Camp on May 21, 2012

When you see someone visiting your site, it is human nature to question their motive: are they a client or prospect? are they an auditor? is something important happening? Our clients use site visits to check up on their programs, but our management team takes advantage of site visits to not only check up on

Team Building in the Office ~ Expressed Interest

Written by Frank Camp on April 24, 2012

by guest writer Donna VanHorn Team building in an office helps foster better and open communication between employees, themselves, and also, between employees and upper management. It goes a long way in improving professional relations, understanding and cooperation, and this is very much reflected in the quality of work done. Team building in the workplace