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Category: Careers

Businesses are always looking for the competitive edge. Finding and working that edge involves staying current and top-of-mind with clients and potential customers. It’s also about pushing the businesses to the forefront of innovation and agility,

Category: Performance, Contact Center Consulting, soft skills training

First, a short language lesson - the word ‘monotone’ which means a continuous, droning, and unchanging tone comes from the Greek word monotonia – meaning "one tone". That word is also the root from which we get the word ‘monotonous’ - meaning dull

Category: Uncategorized

The holidays are here! Effective communication shouldn’t disappear just because family is near. Turn to these tips to survive the days, when your loved ones may tweak you in so many ways:

Category: Call Center Tips, Contact Center Consulting, Disaster Preparedness, Productivity, Strategic Planning

Our thoughts and prayers go out to the millions of American families impacted by Hurricane Harvey and Hurricane Irma over the last several weeks. We know that this is just the beginning of the recovery and restoration effort.

Category: Client Relationships, Best Practices, Communication, Management, Productivity, soft skills training, Uncategorized

Everybody has experienced a conference call.

Category: Client Relationships, Increase Profits, Performance, Best Practices, Call Center Tips, Communication, Contact Center Consulting, Customer Service, Education & Learning, Leadership, Management, Team Building

Managing a customer call or service center is a lot about managing the numbers. Both the macro ones – how many calls, how many agents. And the micro ones -  how many calls can one agent take on, how many calls can one agent take on happily.

Category: Consulting, Contact Center, Inside a Contact Center, Performance, Business Services, Call Center, call center consulting, Call Center Tips, Call Centers, communication, Contact Center Consulting, contact center improvement, contact center kpi, Contact Center Vendors, contact centers, Customer experience, customer service

                  “You will never reach your destination if you throw stones at every dog that barks.”

Category: Inside a Contact Center, Performance, call center consulting, Call Center Tips, Contact Center Vendors

“If you know the enemy and know yourself, you need not fear the results of a hundred battles.” – Sun Tzu "Great processes will transform your out-of-shape center and deliver consistent performance at the lowest cost." One of the most effective ways

Category: Inside a Contact Center, Performance, Contact Center Consulting, Contact Center Vendors

How a 10-Point Improvement Tool Can Reshape Your Contact Center  

Category: Inside a Contact Center, Contact Center Consulting, Contact Center Vendors

  "The easier it is to get fast, convenient customer service, the more consumers will engage with customer service. That higher level of engagement will remain essential to building the long-term loyalty that businesses depend on for stability and

Category: Contact Center, Outsourcing, Call Center Tips, Contact Center Consulting, Contact Center Vendors

  "A great outsourcer should deliver positive outcomes for your KPIs. But, our experience shows there’s much more to demonstrating proof of outcomes than simply meeting KPIs."

Category: Outsourcing, Call Center Tips, Contact Center Consulting, Contact Center Vendors

  "Selecting the right center outsourcer will have numerous positive consequences on your business."

Category: Call Center Optimization Forum, Call Center Tips, Contact Center Consulting, Contact Center RFP, Contact Center Vendors, soft skills training

"We’ve picked 16 of the tougher questions and ROI-proven approaches that a worthy consultant should be able to tackle."

Category: Inside a Contact Center, Call Center Optimization Forum, Call Center Tips, Contact Center Consulting, Contact Center Vendors, Management

"When your vendor is interacting directly with your customers on behalf of your company, questions you ask before hiring them need to be deeper, more pointed and increasingly challenging."

Category: Call Center Optimization Forum, Call Center Tips, Contact Center Consulting, Contact Center Vendors, Customer Service, Employee Engagement

 

Category: Performance, Call Center Optimization Forum, Call Center Tips, Contact Center Consulting, Contact Center Vendors

"Overseeing a complex internal “rip and replace” of a contact center can drain human and financial resources while risking failure."

Category: Inside a Contact Center, Outsourcing, Call Center Optimization Forum, Call Center Tips, Contact Center Consulting, Contact Center RFP, Contact Center Vendors, Management

"A strong vendor management program can properly locate & manage the right vendor partner in a crowded and chaotic competitive field."

Category: Inside a Contact Center, Best Practices, Call Center Tips, Contact Center Consulting, Customer Service, soft skills training

“There will always be people who are ahead of the curve, and people who are behind the curve. But knowledge moves the curve.” -- Bill James

Category: Call Center Tips, Contact Center Consulting, Customer Service, soft skills training

“Social skills are important in the modern labor market because computers are still very poor at simulating human interaction."

Category: Call Center Tips, Communication, Contact Center Consulting, Training

What makes soft skills so hard to master ? For contact center managers and supervisors, teaching adults in the workplace to relate more effectively and consistently to their customers and colleagues can feel like herding cats. Of course, it just

Category: Call Center Tips, Contact Center Consulting, Customer Service

"For good workers to be consistently productive, a sense of worth and organizational mobility is essential."

Category: Best Practices, Call Center Optimization Forum, Call Center Tips, Management

How GCS Turned an Ailing Paratransit Call Center into a Platform for P3 Best Practices  

Category: Call Center Optimization Forum, Call Center Tips, Contact Center Consulting, Management

  "The best workforce optimization goes beyond the numbers & cultivates an understanding about how the numbers impact workforce management."

Category: Performance, Best Practices, Call Center Optimization Forum, Call Center Tips, Management

"Measuring the Right KPIs can Get & Keep Your Call Center Operating at a High Efficiency"

Category: Innovation, Best Practices, Call Center Tips, Disaster Preparedness, GCS News

"11 Innovations Your Call Center Needs Right Now"

Category: GCS News, Leadership

Did you know that in the 1940s the American Auto Industry did not make any cars for almost three years? During World War II the auto makers turned their assembly lines into wartime producers of military equipment. Over 40,000 tanks, 100,000 planes

Category: Call Center Tips, Education & Learning, Employee Engagement, Training

"9 Ways To Fix Your Call Center"

Category: General

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

Category: GCS News

Category: Call Center Optimization Forum, GCS Culture, Uncategorized

A contact center serves as the front line for business during many interactions with the client base. An excellent call center will convey warm, caring, positive feelings, along with the information the consumer needs. An ineffective call center

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