Make ‘em cry

Written by Greg Alcorn on December 12, 2014

Emotion Plays a Key Role in the Customer Experience You know that moment in the movie where the unexpected emotional moment occurs and tears of joy flow in the audience.  The scene tugs at your heart string.  Why, because everything came together in the production.  Acting, directing, writing…. Everything reaches that climactic point through lots

Suspects to Prospects to Clients

Written by Greg Alcorn on November 4, 2014

Here’s an update on our sales and marketing activities.  Over three months, we are attending five major conferences that have connections with call center services.  At these conferences we have a booth for attendees to drop by, we advertise in their programs and we even presented at one conference. Here are the conferences:  Utility Call

Kids say the darndest things…

Written by Greg Alcorn on August 2, 2014

…and so do adults.  Back in the 1960’s, Art Linkletter had a variety show that included interviews with children.  When a child said something unexpected, Linkletter would say his then famous line – Kids say the darndest things.  We’re not sure if “darndest” was or is a word, but everybody understood. One of our current

Management Candidate Program

Written by Greg Alcorn on June 19, 2014

One of the main principles at GCS is to provide opportunities to those who want them. It is our goal for all associates to enjoy working at GCS and to find it makes their lives better. That’s where our Management Candidate Program comes in. This program was started over twenty years ago and includes dozens

The Importance of the Past for On the Job Accuracy

Written by Greg Alcorn on June 9, 2014

Every year, the Puerto Rican Day parade and celebration causes many streets and pathways leading to our GCS offices to close.  To avoid problems in today’s routine, it is important to look out for those past disturbances caused by an annual event. Often in the first year of a contract, GCS has to rely on

Generational Communication

Written by Greg Alcorn on May 29, 2014

Guest Post by Eleanor Alcorn Our company, Global Contact Services (GCS), attended the SOCAP conference held here in North Carolina last month. The event featured many keynote speakers, workshops, discussions and presentations focused on customer care professionals. One of the guest speakers at the event, Garrison Wynn, a noted motivational speaker and humorist, had a

If We Go, We Show

Written by Greg Alcorn on May 19, 2014
call center technology

Global Contact Services (GCS) is staying very aggressive in putting themselves top of mind and seeking new opportunities in the contact center solutions marketplace. Externally, the GCS sales and marketing team is spending a considerable amount of time introducing GCS to purchasers of contact center outsourced services and advisory services, which has driven our internal

Back to Work Time at GCS!

Written by Greg Alcorn on April 28, 2014
Contact Center consulting

Starting next month, GCS will be deploying resources (that’s a fancy word for people) to go to Chicago for a three month call center consulting engagement.  Our client awarded GCS the consulting project to assess their multiple call center locations to see if there are ways to improve their performance. This project will require a

Sales Strategy Session

Written by Greg Alcorn on April 11, 2014
call center agents

We’ll be seeing the end of 2012 and the beginning of 2013 before we know it. Now is the time to talk about 2013 goals and what it’s going to take to make those happen. The sales and marketing teams participated in a Sales Strategy Session this week. It was a two-hour long meeting that

Have You Considered Call Center Consulting?

Written by Greg Alcorn on February 12, 2014

Because of our background in owning and managing centers, we often get a consulting contract to help a client improve or revamp their contact center process.  We’ve engaged in consulting projects all over the world.   Recently we submitted a proposal for a city college system in a major metro area to help them consolidate seven