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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

Bob Dunmire

Blog Feature

Outsourcing

4 Ways to Improve Contingent Workforce Performance in Your Call Center

Improving contingent workforce performance in your call center can be a challenge. These workers are not like your regular staff. They were hired on a temporary basis, usually by an outside staffing company or outsourcer, to complete a specific project. Contingent workers are often paid differently and receive less training than your full time workforce. They may even have different performance standards. All of these factors can make managing this personnel a contingent workforce difficult, but it doesn’t have to be. While comparing a contingent workers to regular staff is often like apples to oranges – there are things you can do to manage both groups efficiently. The following workforce management techniques will help you improve contingent workforce performance.

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Blog Feature

Contact Center Management

How to Tackle Call Center Workforce Management

Call center workforce management is a helpful tool for scheduling and supervision. Thanks to the nature of the business and technology in general, call center managers have an unprecedented amount of information about their agents’ activities and the call volume they receive. This information can give them an opportunity to truly excel, but only if they are paying attention to the data.

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Outsourcing Guide

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Blog Feature

General

Utilizing a Cross Functional Team in Problem Solving

The word teamwork has been thrown around the business world for ages. But in the last 10 years, some (very successful) companies have been implementing a teamwork strategy with ______.  I'm talking about utilizing a crossfunctional team.

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Blog Feature

ATA  |  General

The American Teleservices Association Gets a New Name [ATA Becomes PACE]

The American Teleservices Association, is a non-profit trade organization dedicated exclusively to helping with the advancement of companies who utilize contact centers as an integral channel of operations. Recently they have adopted a new name, more reflective of the service its members provide.

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Blog Feature

Best Practices  |  Technology  |  Training

When You Go Surfing, Avoid Phishing

We are all aware of scams and phony emails, but can you really recognize the difference between a bogus email and a real one?

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Blog Feature

Best Practices  |  Compliance  |  PCI Compliance  |  Technology  |  Training

Basic Computer Security Awareness [Security Awareness Month at GCS]

Here at GCS this month we're focusing on Security Awareness.  IT departments have a great responsibility at any company, but in a Contact Center they are responsible for all Telephony hardware and software along with company-wide hardware, software and security.

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