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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

Bucky Cline

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General

Sandy's Snowstorm Brings Families Together, at Home and Work

Billie Jean Calvert is a shift manager in our Mt. Hope facility. She recently shared with us what the past several days have been like after West Virginia was pounded with snow earlier this week due to Hurricane Sandy. Some of it has been good, some has been less than ideal but in every situation, there is a silver lining.

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General

Meet Jason Sterns

We are excited to introduce you to Jason Sterns. As vice president of new business development, Jason will be instrumental in making valuable contacts for GCS, generating new clients and helping GCS to secure an ever larger presence in the marketplace.

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Outsourcing Guide

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GCS Culture  |  In Our Centers

Halloween Safety 101

Halloween is the second-most popular holiday in America behind Christmas. This time of the year is fun and frightful but you don’t want it to turn into a real-life nightmare.

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Best Practices  |  Call Center Tips  |  Disaster Preparedness  |  Outsourcing

Keeping Customer Service Available During Natural Disasters

Minimize damage to your call center operations in the face of disaster With Hurricane Sandy on everyone's mind we would like to take a moment to provide some helpful information on disaster preparation from a contact center standpoint. Safety is everyone's first concern, both for employees and customers, and an abundance of resources exist to reference in the face of a natural disaster.  See the CDC's Hurricane Readiness Tips

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General

Be Willing. Be Eager. Be Both!

We hear the words “willing” and “eager” a lot when it comes to work and other tasks needing to be accomplished.

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Best Practices  |  Call Center Tips  |  Communication  |  Customer Service  |  Education & Learning  |  Employee Engagement  |  GCS Culture  |  In Our Centers  |  Increase Profits  |  Management  |  Motivation  |  Performance  |  Product Conviction  |  Productivity  |  Relationships With Your Customers  |  Star Principles  |  Top Performers

Increase the Level Of Business in Your Daily Routine

In our last employee survey we asked for ideas from our employees about how they increase our level of business performance in their daily routines.  We got some great tips! Here they are:

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Best Practices  |  Communication  |  Employee Engagement  |  Leadership  |  Management

Principles for Leadership from Dr. Gerald Bell

About two years ago our company had Dr. Gerald Bell come to speak on leadership and management strategies.  I was unable to attend his event myself, but I am consistently reminded of some of his principles (which I find very useful!). This morning, our Vice President of Human Resources, Bucky Cline, saw fit to remind us, of some of the strategies that can help us be the best leaders and employees we can be.  If you would like to learn more from Dr. Bell, check out one of his numerous books or sign up for a seminar!

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General

Summer Safety Tips from GCS

Kids everywhere are rejoicing, moms are running around like crazy and the rest of us are just trying to figure out how to beat the heat. A lot goes on in the summer and you have to make sure you’re prepared and poised for a safe season.

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GCS Culture  |  General

Tips to Stay Safe in the Summer Heat

  Water is better for hydration than sugary sweet tea.

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Communication  |  Education & Learning  |  Performance  |  Training

Coaching Employees in the Contact Center 101

Coaching is essential in every contact center. But effective coaching will depend on your organizational culture, employees, clients, and more. 

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Education & Learning  |  Employee Engagement  |  Growth  |  Leadership  |  Management  |  Team Building  |  Training  |  Web conferencing  |  Webinar

CRMXchange Webinar; Coaching with Style goes well!

  Greg Alcorn, Coaching with Style Webinar during CRMXchange virtual conference.

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Education & Learning  |  Growth

Learning Something New Everyday

As a kid, we had a dinner time ritual where my dad asked us what we learned in school that day.  At the time I found answering that question the hardest part of my day....and the most irritating.  [I could have taught a class in eye rolling.]  As a kid it was hard for me to grasp that what I was learning in school was 'new & exciting' information (to anyone).  I was just going through the motions, and paid little attention to the big picture. But I've always been very fascinated with the world around me and how it works. And becoming an adult, I have recognized the value of this dinner time ritual.  I became aware of the different ways a person can learn something new about the world around them.  It was one of those AHA moments when I realized that learning something new didn't have to be something I read in a book in a classroom.

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Blog Feature

Communication

Components of Voice & Tone

Dr. Hale's recent video guides us through some of the components of voice control and tone. This is a short excerpt from a training video we use with our associates. Because the audio channels are such a large part of the quality of service we provide to our client and their customers, we have an on-going emphasis on all elements of the audio presentation and use many tools to coach and improve the customer experience. >>>

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Blog Feature

Communication

The Power of Words

We've been changing our language here at GCS to better reflect our profession and skill sets.  A while ago I was tasked with finding a video to sum up the advantages of changing our language.  I came across a video done by Purple Feather (http://www.purplefeather.co.uk/), a UK company specializing in online content. The video itself will need no explanation.  Please take a moment to watch!

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Client Relationships  |  Communication  |  Performance  |  Productivity  |  Relationships With Your Customers

Avoid Dead Air and Listen to Yourself

When I was in college, I worked for a local radio station. As a 20 year old kid, it was exciting but probably the most stressful job I’ll ever have. The thought of having possibly thousands of people listen to my voice was daunting. I had no idea how I sounded. I wasn’t even sure if I was loud enough over the air for people to hear me because I was so nervous. Lucky me, my roommate recorded me one night and wow! I was shocked. I couldn’t believe how Southern I sounded and moreso than that, how unenthusiastic I came across. Instead of reporting baseball scores it sounded like I was reading out obituaries. Hearing the inflection, the volume and tone of my voice gave me a wake up call. That’s why audio coaching definitely has its place in contact center training. Without hearing what they sound like, associates and agents have no idea what the customer is hearing on the other end.

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Communication  |  Sales  |  Sales Tips  |  Tips & Tricks

WII-FM...What's In It For Me?

If you break it down, every decision you make every day is guided by the question "What's in it for me?" The answer is not always about what you will get, but about how you will feel. This is one reason sales people talk about selling benefits and advantages as opposed to features.  Benefits and advantages get closer to answering the question, What's in it for me?  Often by appealing directly to an emotion.

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General

Say This, Not That; Changing Language in Your Contact Center

We use a lot of jargon in this industry. Most of the terms have been floating around for years. Sometimes, though, certain words develop a negative connotation.

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Education & Learning  |  GCS Culture  |  enrichment

Enriching Your Life

Learning something new means more than just picking up a new skill or trade.  It actually enriches your life and in many ways, makes you a better person. It doesn't have to be a monumental laborious effort either.   It's relatively easy to pick up something new every day.  Here are 10 ways to do it, brought to you by pickthebrain.com.

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Call Center Tips  |  Education & Learning  |  Employee Engagement  |  Tips & Tricks

Teaching an Old Dog New Tricks: Learning New Things in the Contact Center Industry

  Got a problem? Give Pepa a call. :) Very handsome silver toy poodle wearing headset.

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General

Notes on Innovation [Business Skills with Bucky]

Final Skills meeting of 2011

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Call Center Tips  |  Communication  |  Employee Engagement  |  Training

Win with Effective Training | Use One on One Engagement

  Group Training can be marginally effective but may not keep trainees engaged!

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Call Center Tips  |  Careers  |  Communication  |  Employee Engagement  |  GCS Culture  |  HR  |  Leadership  |  Motivation  |  Performance  |  Productivity

Will I Ever Be Engaged? Exploring Employee Engagement in the Workplace

  A good case for the necessity of employee engagement. via Gallup.

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Motivation  |  Performance  |  Product Conviction  |  Productivity  |  Sales  |  Sales Tips  |  Star Principles  |  Top Performers

Conviction is Key

One of our chapters in our Presentation Consistency Initiative is Product Conviction.  Here is an article by Zig Ziglar about the importance of Product Conviction.

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Motivation  |  Performance  |  Productivity  |  Wellness

Exercise & Work | What I've Discovered!

It seems as if you can’t turn on the TV, surf the internet or pick up the newspaper these days without seeing an article or story about the benefits of exercise and diet to a healthier and more productive you.  It seems that Americans are becoming an obese society, costing us huge sums of money in healthcare and lost productivity. And worse, for many of us, that also means ending our lives sooner than we should have. It seems we all work longer hours and are caught like a hamster on a revolving wheel just trying to keep up with the demands of the workplace.  We complete a task and move quickly to the next item on our to do list.  All the while the inbox keeps filling up. Well, I’ve “discovered”, at least for me, a great way to

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Blog Feature

Communication

Diffuse the Difficulty | Working with a Difficult Customer

At some point, you are going to come across a difficult customer or even co-worker. Those situations are often uncomfortable.

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Client Relationships  |  Performance  |  Productivity  |  Sales  |  Sales Tips

You've got 45 seconds!

...or the Art of the Elevator Pitch... How many times have you been in a situation where you'd like to inform a stranger about the great things your company could do for them but found yourself stumbling or them uninterested?

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