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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

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Call Center Optimization Forum  |  Call Center Tips  |  Contact Center Consulting  |  Contact Center Vendors  |  Inside a Contact Center  |  Management

Customer Loyalty, and Retention in a Post-COVID World: A Customer Service State of Mind

All global economies have been impacted by a non-selective economic catalyst. COVID-19 has altered consumers' behaviors within global economies. And change has been inevitable, especially for customer service.

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Call Center Optimization Forum  |  Call Center Tips  |  Contact Center Consulting  |  Contact Center RFP  |  Contact Center Vendors  |  soft skills training

16 ROI-Proven Ways a Consultant Can Help Your Call Center

"We’ve picked 16 of the tougher questions and ROI-proven approaches that a worthy consultant should be able to tackle."

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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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Call Center Optimization Forum  |  Call Center Tips  |  Contact Center Consulting  |  Contact Center Vendors  |  Inside a Contact Center  |  Management

Five Things to Ask a Contact Center Vendor Before Hiring Them

"When your vendor is interacting directly with your customers on behalf of your company, questions you ask before hiring them need to be deeper, more pointed and increasingly challenging."

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Call Center Optimization Forum  |  Call Center Tips  |  Contact Center Consulting  |  Contact Center Vendors  |  Customer Service  |  Employee Engagement

Exposing the Super Heroes in Your Contact Center

  This is the week when we honor the work of our favorite super heroes. We know them by many names: professional problem solvers; queens of the queue; princes of patience; masters of making things right; bearers of the brand; champions of connection. As they answer even the most roundabout, complicated questions (or the same simple question asked 35 times each day) their legends travel far and wide, blanketing every channel.

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Call Center Optimization Forum  |  Call Center Tips  |  Contact Center Consulting  |  Contact Center Vendors  |  Performance

Five Ways A Consultant Can Help Fix Your Contact Center

 

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Call Center Optimization Forum  |  Call Center Tips  |  Contact Center Consulting  |  Contact Center RFP  |  Contact Center Vendors  |  Inside a Contact Center  |  Management  |  Outsourcing

How Does Your Contact Center Vendor Measure Up?

"A strong vendor management program can properly locate & manage the right vendor partner in a crowded and chaotic competitive field."

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Blog Feature

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

Paratransit Call Center Case Study

How GCS Turned an Ailing Paratransit Call Center into a Platform for P3 Best Practices  

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Call Center Optimization Forum  |  Call Center Tips  |  Contact Center Consulting  |  Management

Contact Center Workforce Optimization & Management

  "The best workforce optimization goes beyond the numbers & cultivates an understanding about how the numbers impact workforce management."

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Blog Feature

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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Blog Feature

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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Best Practices  |  Call Center Optimization Forum  |  Call Center Tips  |  Education & Learning  |  General  |  Marketing  |  Tips & Tricks  |  Training

Enhancing the Customer Experience [Tips for Optimizing Your Call Script]

Here are some tips in effectively engaging with potential customers in today's marketing environment. Initial dialogue and delivery techniques are crucial when engaging with a potential customer for the first time.

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Blog Feature

Call Center Optimization Forum  |  Contact Center Consulting  |  Contact Center Vendors  |  Outsourcing

Should My Company Outsource? 9 Things to Consider before Outsourcing Your Contact Center

Some companies believe the contact center connection with the customer is too vital a function to outsource - period. At the other end of the spectrum, companies outsource their entire contact center function as a way to control costs and free their resources to focus on other core areas of the company. Regardless of where you might fall on the spectrum, outsourcing at least some of your contact center functions can improve your business and bottom line in many ways.

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CCNG  |  Call Center Optimization Forum  |  Call Center Tips  |  Expressed Interest

Recap of the Call Center Optimization Forum in Charlotte

If a genius and a moron had a conversation, which one would learn the most? There is an old proverb that starts by asking “if a genius and a moron had a conversation, which one would learn the most?” The answer - “the genius” because the genius is naturally and constantly curious, while the moron is passive toward learning.

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