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The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

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Contact Center Management

What Call Center KPIs Increase Performance?

One of the most effective ways to determine how your call center’s performance stacks up against other providers in your industry is to track call center KPIs. Many enterprises are satisfied when their call center meets goals that are set internally, and that works to a point. But, the picture can get less than rosy when goals achieved in a vacuum are compared to companies who benchmark against call center industry standards.

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Call Center RFP  |  Call Center Tips

Find the Right Partner with a Better Contact Center RFP

So, you’ve completed the process of determining you need a new contact center, and have the buy-in from upper management to proceed with the project. Now it is time to select a vendor to help you get there, but selecting the right one is an important decision not to be taken lightly since they are an extension of your brand. How do you find a capable partner who will keep your long-term goals in mind? After you do your initial vendor research, one of the first steps in the selection process is typically to issue a request for proposal or Contact Center RFP.

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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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People Skills

6 Ways to Use Soft Skills Training to Deal with Difficult People

We've all had to deal with difficult people at some point.  Difficult people can present a unique problem when they are your employees and it is your job to manage them.

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People Skills

Soft Skills Training your Contact Center Representatives Need

The most important technology in your call center isn’t hardware or software. It’s your people.  As the originators of technology, we human beings demonstrate thousands of years of development, invention and progress in uncountable ways every day. Despite the widespread belief that we humans despise change, we learn and adapt without really noticing it. We are constantly adjusting to new demands and circumstances as they emerge.

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Blog Feature

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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Blog Feature

Contact Center Management

Contact Center Solutions: Right-Sizing

When it comes to contact centers, typically labor costs are your most significant expense. You have to get the number of agents right or suffer the consequences. You will erode your profit margins or overspend if you have too many agents scheduled. On the flip side, customer satisfaction could suffer if you don’t have enough people to answer the phones. That leads to lost customers and a dinged reputation. To provide a consistent level of service, many companies go through “right-sizing” to become appropriately staffed. (You may also need to look at which call center model is best for you)  

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