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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

Greg Alcorn

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Customer experience  |  Customer satisfaction  |  EnergyCentral  |  Utility  |  customer service  |  customer service tips  |  soft skills  |  soft skills for contact centers  |  soft skills training

7 Common Communication Blunders

Have you ever said something at work you wish you hadn’t? Shocking isn't it. Sometimes the wrong words just blurt out to employees or with the client. The first step in repairing common communication blunders on the job is to know what those blunders are. Then you can say things the smart way and not the dumb way.

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Contact Center Management

Contact Center Solutions: Contact Center Makeovers

We speak with a lot of people whose core business is NOT contact centers and they often struggle because they don’t quite know enough to understand what information they are lacking? Or, maybe they have an idea that something is wrong, a process could be better, their team could do more? In all cases they are ready to make a change, but they aren’t sure where to start.

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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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Education

Smart Ways to Improve Every Relationship with Soft Skills Training

Everyone says dumb things from time to time. They fail to listen to important details or respond to certain questions. They accidentally miss a particularly telling tone of voice. It happens to everyone. These little slip-ups may only make you cringe when you catch yourself committing a faux-pas like that with a friendly neighbor or the coffee barista. However, the consequences are a much bigger deal in the business world, especially in customer care situations.

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Contact Center Management

Call Center Outsourcing Services: Dedicated vs. Shared Agents

Once you make a decision to outsource or contract out your call center activities, you have a choice to make. You will need to decide what type of agent you want working on behalf of your company. You can achieve your required service levels with any configuration. However, the type of call center outsourcing services you choose will shape the pricing of the service. It influences how calls are handled, the cost of extended customer support hours, and the level of service your agents can provide. There are three basic types of call center representatives. Some agents are dedicated to your project exclusively while others are blended or shared. In this article, we are going to review each one in turn and discuss how opting for one support model over another will impact your business.

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Contact Center Management

Call Center Companies: 6 Factors to Consider When Outsourcing

What do you think of when you hear the word “outsourcing”? Many of our clients tell us that while they knew that other companies outsourced some of their services to outside vendors, to them, the practice always seemed impersonal – until they got to know GCS.

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Contact Center Management

Call Center Staffing Agencies: 5 Benefits of Using a Staffing Agency

Building a successful business takes more than a good business idea. You need to have the right people to support your vision, execute your plans, and work with your customers. The problem arises when you know you need to fill specific roles, but you do not know enough about the job function to make a good hire. That disconnect can cost you, big.

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