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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

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Careers

10 Ways to Find Your Call Center’s Competitive Edge in 2018

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, in both product and service development. It really is all about innovation. Processes often are repetitive for good reasons.

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Contact Center Consulting  |  Performance  |  soft skills training

Dynamic, Voice Variety

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 and tedious. And that’s no coincidence.

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A weekly soft skill tip for improving personal communication for you and your team. Emailed to you each week.

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Uncategorized

A Guide to Surviving the Holidays

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:

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Call Center Tips  |  Contact Center Consulting  |  Disaster Preparedness  |  Productivity  |  Strategic Planning

Minimize Damage to Call Center Operations in the Face of Natural Disaster

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.

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

Real Solutions for a Municipal Turnaround: How to Make Customers Happy, Engage Employees AND Stay Under Budget

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.

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