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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

Bill Butte

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People Skills

6 Ways to Use Soft Skills Training to Deal with Difficult People

We've all had to deal with difficult people at some point.  Difficult people can present a unique problem when they are your employees and it is your job to manage them.

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People Skills

Soft Skills Training your Contact Center Representatives Need

The most important technology in your call center isn’t hardware or software. It’s your people.  As the originators of technology, we human beings demonstrate thousands of years of development, invention and progress in uncountable ways every day. Despite the widespread belief that we humans despise change, we learn and adapt without really noticing it. We are constantly adjusting to new demands and circumstances as they emerge.

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Outsourcing Guide

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The Complete Call Center Outsourcing Guide helps you plan for better outsource success. Get this guide and subscribe to our blog.

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Contact Center Management

Call Center Team Leader Training: Improve Effectiveness

Call center management can be complicated. We approach it as an upside-down organization chart. The Agent is the most important person because they have direct contact with the customer. They will do the most to impact your brand with the customer. Meanwhile, the Supervisor is the most influential person because they influence the performance of the Agent on a daily basis. Their style and approach provides a safe environment for the Agent to connect with the customer. Depending on the program, a  supervisor manages between 7 and 15 agents under their care. hey need to manage, support, coach, and supervise their team. They are responsible for achieving the performance that delivers the Service Levels required by the customer. Our process and procedures are there to provide the path for success and ensure we get a consistent result with each customer engagement.

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Best Practices  |  Client Relationships  |  Communication  |  Management  |  Productivity  |  Uncategorized  |  soft skills training

GCS’s Quick Reference Guide to Conference Call Etiquette & Productivity

Everybody has experienced a conference call.

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Call Center Tips  |  Contact Center Consulting  |  Customer Service  |  soft skills training

3 Call Center Soft Skills Your Representatives Need

As call center professionals moving forward into the Digital Age, we are keenly aware of the impact of automation on our industry. One of the biggest concerns we’ve heard is the effect automation may have on the labor pool. With lightning fast development in robotics process automation and machine learning, will customer service reps (CSRs) eventually become obsolete?

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Uncategorized

Train-the-Trainer or SME

Training and education are on-going needs in any industry employing customer service teams. As an outsource provider of contracted contact centers, Global Contact Services uses both Direct Delivery Training, and Train-the-Trainer programs to provide on-going development of skill and performance of our Customer Service teams. The key to helping your customer service agents grow is to determine which training method works best for your team. There are certain programs, like Direct Delivery Training and Train-the-Trainer, that cater to the right dynamic for your team. We discuss the pros and cons of each program to help you decide which method will work for you.

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