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I recently read an article about Google and their roll out of contact center support of their AdWords service. The article is a reminder of how important solid customer service is and how, when done right, the experience can transform a perceived cost center into a real revenue opportunity.
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When I was a cheerleader in high school and college, my coaches would always say, without fail “You never know who's watching.” Well, you never know how true this is until someone surprises you.
Last week GCS had the opportunity to sit down and examine the progress we were making towards altering our language to be more performance centric; focused on communication and presentation skills. This has been a long term transformation initiated two years ago. Another piece in this puzzle is examining how we are presenting ourselves to potential clients. Our CEO, Greg Alcorn has this to say about altering our presentations.
GCS has been in the process of re-branding itself for quite some time now. We've got the foundation in place and we are doing a terrific job of following through with our usage & attitudes. Over the last several months we've been traveling to many of the centers to inform all of our associates about our new brand. Read more about that in this post!