First Impressions

Written by George Simons on November 5, 2012

The newest member of our sales team, Jason Sterns, recently attended the 2012 American Bankers and Insurance Association Annual Convention with President and CEO Greg Alcorn. Jason was kind enough to tell us his first impressions of GCS while attending this event and meeting some of our valued past and present clients. I had the pleasure

Is B2B for Me?

Written by George Simons on October 24, 2012
call center customer service

We know customers. The majority of the interactions we make are B2C (business-to-consumer). Although we’re comfortable and confident with that type of business, GCS has the skill set and knowledge to handle multiple verticals. B2B (business-to-business) contact center environments differ from the traditional B2C side of customer interactions. Both focus on relationship management, but B2B

Credit Card Growth Case Study

Written by George Simons on October 18, 2012
soft skills training

Building a Relationship to Spur Long-Term Success in Credit Card Sales Over the years, we have had the opportunity to service our clients and exceed their expectations, even beyond what they originally anticipated. One example comes from a large US bank, seeking assistance with credit card acquisition and fulfillment. Several years ago the client sought

Get Right to the Source

Written by George Simons on August 5, 2012

If you search the term “right-sourcing” in Google, you get nearly 46 million results. Margaret Rouse from searchcio.com helps define right-sourcing as “a way to get the best results by using specialists to complete parts of a larger project.” It reminds me of the Express. Our objective for this publication is to provide employees with useful and interesting

Outsourcing, Insourcing, Off-Shoring and More

Written by George Simons on August 3, 2012
call center outsourcing services

The term “outsourcing” has become a scapegoat this political season. But beyond the political hype, it is important to understand the long term benefits of outsourcing. Just about every company outsources. From trash collection, to cleaning crews, to entire contact centers, no one does it all. In fact, outsourcing helps most companies remain competitive and

9 Tips to Get Better at Selling Anything

Written by George Simons on July 12, 2012

 Information from Openforum.com, originally posted on June 13, 2012 According to American Express’ own blog, Open Forum, here are 9 tips on how you can get better at selling to the customer: Treat every call like an experiment. Doing this can help you visualize the results and execute the call more successfully. Disregard the skills

New Daily News Distribution

Written by George Simons on June 30, 2012
call center agents

Most of you see our Daily News in paper form. Others receive it electronically if they have access to email. In the past, I’ve been manually distributing the Daily News as a simple email attachment, managing as many as four different distribution lists for the publication. All that has now changed. Thanks to the Marketing

For or Against “Obamacare”, We Can Help You Motivate Your Base Constituents

Written by George Simons on June 29, 2012

The tension and excitement in the air are palpable this morning after the supreme court’s decision to uphold what many call “Obamacare”.  President Obama’s landmark health care reform bill has a number of stipulations. Among the most discussed: Everyone must buy health insurance Insurance companies may not deny coverage based on pre-existing conditions Children up

Good FEATURES lead to BENEFITS you can use to your ADVANTAGE

Written by George Simons on June 13, 2012
contact center outsourcing

Long held sales advice was, “Know the FEATURES, but sell the BENEFIT.” The thought was while good selling skills require strong product knowledge of features, what people buy is the benefit the product or service brings to them. That is a good start, but don’t forget the ADVANTAGE provided by the benefit. The advantage is