Contact Center Workforce Optimization & Management

Written by George Simons on January 27, 2016

Achieving the best customer satisfaction while minimizing costs comes with having key data that helps you see and understand how to manage your workforce. Workforce optimization is about more than just collecting data—it’s also about understanding what the data means for your customers and your staff. Although software can give you the hard numbers, the

11 Innovations Your Call Center Needs Right Now

Written by George Simons on November 25, 2015
contact center innovations

Businesses are always looking for the competitive edge. After all, in order to keep your customer base it is important to keep your product or service updated. As rapidly as technology can change, it’s imperative to also stay on top of industry trends, pushing your business to the forefront. Global Contact Services or GCS provides

9 Ways to Fix Your Call Center

Written by George Simons on October 21, 2015
fix your call center

No matter what type of business you’re running, it’s important to give customers the best experience concerning your product or service. This is especially true for call centers. They are often the heart of a company due to their direct contact with the customer. Global Contact Services (GCS) has been managing call centers for our

We’ll See You at the Government Procurement Conference!

Written by George Simons on July 15, 2015
contact center consultants

I will have the pleasure of attending the 2012 DMA (Direct Marketer’s Association) convention in Las Vegas, Nevada, October 15th and 16th.  This is a huge event with over 10,000 marketers attending across all industries.   The event also has hundreds of exhibitors as well spanning from ad agencies to email marketing agencies and fulfillment services. Attendees include: American Express, Nissan,

Communication in Emergency Situations

Written by George Simons on June 2, 2014

In today’s society, safety and effective communication in emergency situations is proving to be more and more important. Intercede Services, a software company owned by a father of a GCS employee, has recently launched a new emergency incident reporting technology called iAlert. The product was launched in response to growing concerns regarding the safety of

Three Reasons Omni-channel Outperforms Multi-channel

Written by George Simons on May 27, 2014

The other day, I read an article that claimed “omni-channel” is just a buzzword word that means the same thing as “multi-channel.” I couldn’t disagree more. Omni-channel contact centers represent a major step in the evolution of customer service. Look at the history of customer contact. The very first call centers were just that: call

GCS Discovers SOCAP 2014 Symposium

Written by George Simons on May 8, 2014

On April 27-30, Global Contact Services (GCS) attended the Society of Consumer Affairs Professionals (SOCAP) 2014 Symposium in Charlotte, North Carolina. The event featured keynote speakers, best practices discussions and workshops geared towards customer care professionals in the Consumer Packaged Goods, Retail and Direct Sale, Healthcare, Hospitality, Travel & Tourism and Automotive industries. As a

How to Write a Contact Center RFP

Written by George Simons on March 11, 2014

So, you’ve completed the process of determining you need a new contact center, and have the buy-in from upper management to proceed with the project. Now it is time to select a vendor to help you get there, but selecting the right one is an important decision not to be taken lightly since they are

3 Reasons Your In-House Contact Center Costs Are Out of Whack

Written by George Simons on February 24, 2014

You’re not alone if your most recent audit shows that you are on the verge of not meeting your budget. Where do you start your analysis? Why are your costs over budget? Managing a contact center operation successfully requires the most up-to-date knowledge, a wide range of diverse skills and a team of dedicated professionals

3 Signs It’s Time to Manage Your Social Customer Care from the Contact Center

Written by George Simons on February 6, 2014
contact center outsourcing

Expectations for social customer care are growing as more consumers are getting comfortable with online tools and technologies. It has been reported that number of social media customer service requests will increase by 37% this year. Consumer adoption of Social Media for customer service continues to grow at great speed. In anticipation of the increasing