Thoughts on Ten

Written by George Simons on July 29, 2011
contact center consultants

Some of our employees speak about what it has meant to them to work for GCS for nearly 10 years! Tina Eskins, HR Director “To me the most special thing about this company is the many opportunities I have been given over the past 10 years. I have had the opportunity to meet and work with

Sell Me More, Sell Me More

Written by George Simons on January 19, 2011

In the musical Grease, there is a catchy little piece entitled “Summer Nights” with the chorus sung by the Pink Ladies and the T-Birds. The girls and boys are prodding Sandy and Danny for details of their first date. The chorus to the song implores them to “ Tell me more, tell me more.“ We

Turning Profit in a Customer Care Center

Written by George Simons on January 10, 2011

If you want to start a lively discussion within our industry, ask if a good customer service person can also sell. (Likewise ask if a sales person can handle customer service.) This question often comes up when helping clients who want to turn a customer care/service center into a profit maker, or at least off-set

Don’t Flood them with eMails, Flatter them with a Phone Call

Written by George Simons on December 7, 2010
customer service in contact centers

Are you prepared for the onslaught of holiday emails? My inbox the day before Thanksgiving was a small taste of what is to come the week before the Christmas holiday. That’s when hundreds of my “favorite companies” will be thanking me for my business and wishing me well with a heartfelt email blast. I am

A Strategic Start.

Written by George Simons on November 23, 2010

GCS has a Strategic Planning meeting each fall to prepare for the upcoming year.  This year was no different.  On Monday, November 15th, all department heads descended on Salisbury, NC for a three-day event that included a lot of hard work, brainstorming and presentations.  Below is a brief description of how the meeting started, with a guest

Fewer Americans opening wallets, now might be a good time to call.

Written by George Simons on November 8, 2010

Americans have always had a big heart and despite a fall off in donation levels, there has been a upswing in volunteer hours. This article points out the fund raising facts and warns non-profits not to rely on just direct mail to keep donations flowing. It points out uses of social networking as well. Fewer