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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

Frank Camp

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Contact Center Management

4 Popular Techniques to Ensure a Successful Call Center

Successful call center management involves more than overseeing the productivity of customer advocates and making sure that customers have their issues resolved – and that fact may be one of the best reasons for you to outsource your contact center activities to a vendor. The right company will partner with you to help you achieve your customer-centric goals, by putting the right attitudes on the phone. The right partner could abolish all of your human resources worries and facility issues while giving you the flexibility to meet changes in customer volume or demand.   Let’s look at some common call center management models and explore some of the ways that contact center vendors fulfill those needs and help you ensure successful call center management.  

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Contact Center Management

3 Tactics for Managing Call Center Agents More Effectively

Managing a call center requires a solid knowledge of business management concepts, but it also takes something more. Call centers are like nothing else. They are high-volume and customer facing, and they have their own unique set of challenges because of that. To be effective, you need management that knows how to produce at elevated volumes while providing effective customer service. We call this “sanity” - doing the same thing over and over and expecting the SAME result. For each call, a personalized result. One million calls, one person at a time.

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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 Best Practices: 10 Areas of Focus

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

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Best Practices  |  Call Center Optimization Forum  |  Call Center Tips  |  Management  |  Performance

The 3 Part Formula for Contact Center Success

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

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Call Center Optimization Forum  |  GCS Culture  |  Uncategorized

Personality Testing to Build Highly Effective Call Centers

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 leads to customer dissatisfaction, cancelations, poor reviews, and lost revenues.

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Uncategorized

Changing Lanes to Win More Customers

Why you need more than a phone number and email address While having a regular postal address, phone, fax and email has been the standard for multi channel communications for years – it isn't enough. Most customers don't have the time to phone, don't own a fax machine, want a faster response than a letter and don't want to wait for an email. Sites that are effectively engaging their consumers are providing them with multiple options for immediate contact that can be accessed on a range of devices. These options include live chat, SMS messaging, and social media.

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