Paratransit Call Center Case Study

Written by gcsagents on April 15, 2016
p3 paratransit center

How GCS Turned an Ailing Paratransit Call Center into a Platform for P3 Best Practices   It’s no secret that public-private partnerships (P3) can result in game changing performances. These allegiances build our cities and towns, create and extend vital services to the citizenry, and benefit society in uncountable ways. Private sector support can mean

The 3 Part Formula for Contact Center Success

Written by gcsagents on December 18, 2015
contact center KPIs

At Global Contact Services, we believe the combination of technology, augmented with a personal, human touch, will lead to the best results for your contact center. In order to achieve the right balance of technology and a human touch, your contact center needs to track important key performance indicators (KPIs). You must also have the

Attention. Thank you. Forward March

Written by gcsagents on November 11, 2015

Did you know that in the 1940s the American Auto Industry did not make any cars for almost three years? During World War II the auto makers turned their assembly lines into wartime producers of military equipment. Over 40,000 tanks, 100,000 planes and dozens of ships were created in the name of freedom. The auto

Thanks For Giving

Written by gcsagents on July 15, 2015

Thanksgiving is a holiday started by the pioneers and settlers of our country along with our Native Americans. They took pause to join together and give thanks for what God had provided them. It took initiative and coordination to establish this tradition. As the country slowly recovers from a recession and high unemployment, more and

Personality Testing to Build Highly Effective Call Centers

Written by gcsagents on July 1, 2015

A contact center serves as the front line for business during many interactions with the client base. An excellent call center will convey warm, caring, positive feelings, along with the information the consumer needs. An ineffective call center leads to customer dissatisfaction, cancelations, poor reviews, and lost revenues. Finding the right people takes a mix

Global Contact Services (GCS) Named #1 in North America by BenchmarkPortal

Written by gcsagents on May 6, 2015

Salisbury, NC, USA (April 28, 2015) Global Contact Services of Salisbury, NC placed First in the Top 100 Call Center Award for 2015 from BenchmarkPortal. BenchmarkPortal is a leader in rating and ranking contact center companies in customer service. Greg Alcorn, CEO of GCS states “This award is a pleasant surprise. We owe it to

Hiring for Effective Customer Service in the Contact Center

Written by gcsagents on April 28, 2015

Hiring for Effective Customer Service in the Contact Center Good customer service begins with the people providing it. For many businesses, this means the call center employees tasked with handling daily call volumes. But recruiting and retaining the best contact center professionals can be difficult, especially with so many businesses and government agencies competing for

Train-the-Trainer or SME

Written by gcsagents on April 21, 2015

The pros and cons of the Direct Delivery Training Model versus the Train-the-Trainer and determining which one will work for you. Training and education are on-going needs in any industry employing customer service teams. As an outsource provider of contracted contact centers, Global Contact Services uses both Direct Delivery Training, and Train-the-Trainer programs to provide

Can you stand to sit any longer?

Written by gcsagents on April 14, 2015

Sit too long and stress takes off The usual thinking is when under stress of a deadline the best choice is to just knuckle down and get it done. That could be the very thing to send your stress levels skyrocketing. Nathan Kleitman is a sleep researcher who discovered the 90 minute cycle all people

Do you Speak my Language? The Importance of a Multilingual Contact Center

Written by gcsagents on April 7, 2015
call center outsourcing services

Moreover, the world has become a very small and well-connected place with the rise of the internet, making it realistic that all size organizations will deal with people from around the globe. As a result, multilingual call centers are no longer a luxury for the best funded organizations, but a necessity for public and private