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

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