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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 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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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  |  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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Business Services  |  Call Center  |  Call Center Tips  |  Call Centers  |  Consulting  |  Contact Center  |  Contact Center Consulting  |  Contact Center Vendors  |  Customer experience  |  Inside a Contact Center  |  Performance  |  call center consulting  |  communication  |  contact center improvement  |  contact center kpi  |  contact centers  |  customer service

Contact Center Best Practices: 10 Areas of Focus

                  “You will never reach your destination if you throw stones at every dog that barks.”

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Call Center Tips  |  Contact Center  |  Contact Center Consulting  |  Contact Center Vendors  |  Outsourcing

16 Keys to Successful Contact Center Outsourcing

  "A great outsourcer should deliver positive outcomes for your KPIs. But, our experience shows there’s much more to demonstrating proof of outcomes than simply meeting KPIs."

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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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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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Call Center Tips  |  Contact Center Consulting  |  Customer Service  |  soft skills training

3 Call Center Soft Skills Your Representatives Need

As call center professionals moving forward into the Digital Age, we are keenly aware of the impact of automation on our industry. One of the biggest concerns we’ve heard is the effect automation may have on the labor pool. With lightning fast development in robotics process automation and machine learning, will customer service reps (CSRs) eventually become obsolete?

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Call Center Tips  |  Contact Center Consulting  |  Customer Service

3 Tips for Great Contact Center Staffing: The People Perspective

"For good workers to be consistently productive, a sense of worth and organizational mobility is essential."

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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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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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Call Center Tips  |  Education & Learning  |  Employee Engagement  |  Training

9 Ways to Fix Your Call Center

"9 Ways To Fix Your Call Center"

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Best Practices  |  Call Center Tips  |  Client Relationships  |  Communication  |  Customer Service  |  Employee Engagement  |  Inside a Contact Center  |  Performance

Hiring for Effective Customer Service in the Contact Center

Hiring for Effective Customer Service in the Contact Center Good customer service begins with the people providing it. For many businesses, this means the call center employees tasked with handling daily call volumes. But recruiting and retaining the best contact center professionals can be difficult, especially with so many businesses and government agencies competing for the best workers. There are several things hiring managers are doing today that can be put to use to improve service in your organization.

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Best Practices  |  Call Center Tips  |  Contact Center Consulting  |  Employee Engagement  |  Management

Call Center Staffing Solutions

It’s no secret that starting with good people makes a huge difference. Finding the best contact center staff for the job can be a big challenge. Mistakes here can really set back an operation. Defining the right skill sets to recruit will vary based on the needs of a center.

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Blog Feature

Call Center Tips  |  Customer Service

Kids say the darndest things…

…and so do adults.  Back in the 1960’s, Art Linkletter had a variety show that included interviews with children.  When a child said something unexpected, Linkletter would say his then famous line – Kids say the darndest things.  We’re not sure if “darndest” was or is a word, but everybody understood.

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Blog Feature

Call Center Tips

Three Reasons Omni-channel Outperforms Multi-channel

The other day, I read an article that claimed “omni-channel” is just a buzzword word that means the same thing as “multi-channel.” I couldn’t disagree more. Omni-channel contact centers represent a major step in the evolution of customer service.

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Call Center Tips

Have You Considered Call Center Consulting?

Because of our background in owning and managing centers, we often get a consulting contract to help a client improve or revamp their contact center process.  We’ve engaged in consulting projects all over the world.   Recently we submitted a proposal for a city college system in a major metro area to help them consolidate seven centers from multiple campuses into one center.

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Blog Feature

Call Center Tips  |  Leadership  |  Marketing

Marketing to bank customers has gone from sky high to ground zero...

Our clients need a hug. That’s the feeling I got at the conference in Phoenix this week. The ABIA is the industry association for insurance carriers that market through banks. Over the last two years, marketing to bank customers has gone from sky high to ground zero with almost all marketing being suspended. So, with this suspension in marketing, the conference networking was around two main subjects: a disdain for the Consumer Financial Protection Bureau (CFPB) and where we go from here. A couple of weeks ago we wrote about the CFPB and their interest in reducing fraud and deceptive marketing to bank customers. We continue to get requests from our clients to verify sales and document our procedures. To date, we can celebrate our A+, top grade response from our clients and their clients.

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Best Practices  |  Call Center Tips  |  Communication  |  Customer Service  |  Management  |  Performance  |  Productivity  |  Relationships With Your Customers  |  Strategic Planning  |  Time Management  |  Tips & Tricks

Global eConnect

You cannot do it all. In almost every client presentation we are asked to provide a service that is NOT our core competency. GCS provides outsourced teleservices for customer sales, service and support (CSSS). Oftentimes there are fringe services that bolt on to CSSS and it makes sense to subcontract those activities through us. In these cases, we take on the role of Trusted Advisor.

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Best Practices  |  Call Center Tips  |  Disaster Preparedness  |  Outsourcing

Keeping Customer Service Available During Natural Disasters

Minimize damage to your call center operations in the face of disaster With Hurricane Sandy on everyone's mind we would like to take a moment to provide some helpful information on disaster preparation from a contact center standpoint. Safety is everyone's first concern, both for employees and customers, and an abundance of resources exist to reference in the face of a natural disaster.  See the CDC's Hurricane Readiness Tips

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Blog Feature

Best Practices  |  Call Center Tips  |  Communication  |  Employee Engagement  |  Leadership  |  Management  |  Motivation  |  Productivity  |  Strategic Planning  |  Team Building  |  Time Management  |  Tips & Tricks

Tips for Collaborating in the Workplace

In his famous one-hit-wonder “Ice, Ice, Baby,” Vanilla Ice tells us to “Stop, collaborate and listen.” It’s catchy and there’s also some truth to what he’s saying. Collaboration is an important workplace practice. Whether you’re giving a supervisor your input on a new program or you’re building out a proposal for a potential new client, collaboration is key.

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Best Practices  |  Call Center Tips  |  Education & Learning  |  GCS Culture  |  Increase Profits  |  Innovation  |  Outsourcing  |  Sales  |  Technology

10 Reasons to Outsource with GCS

Afro-american businesswoman using headset in the office

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BPO  |  Best Practices  |  Call Center Tips  |  Customer Service  |  Increase Profits  |  Outsourcing  |  Productivity  |  Relationships With Your Customers  |  Sales  |  Sales Tips  |  Time Management  |  Tips & Tricks  |  featured

Credit Card Growth Case Study

Building a Relationship to Spur Long-Term Success in Credit Card Sales Over the years, we have had the opportunity to service our clients and exceed their expectations, even beyond what they originally anticipated. One example comes from a large US bank, seeking assistance with credit card acquisition and fulfillment. Several years ago the client sought an outsource provider to help fulfill credit card acquisitions in a way both cost-effective and revenue-generating. The organization’s goal was to develop a substantial number of new client relationships using both inbound and outbound voice services.

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Best Practices  |  Call Center Tips  |  Communication  |  Customer Service  |  Education & Learning  |  Employee Engagement  |  GCS Culture  |  In Our Centers  |  Increase Profits  |  Management  |  Motivation  |  Performance  |  Product Conviction  |  Productivity  |  Relationships With Your Customers  |  Star Principles  |  Top Performers

Increase the Level Of Business in Your Daily Routine

In our last employee survey we asked for ideas from our employees about how they increase our level of business performance in their daily routines.  We got some great tips! Here they are:

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BPO  |  Call Center Tips  |  Increase Profits  |  Innovation  |  Leadership  |  Management  |  Outsourcing  |  Sales  |  Technology

Domestic Help or Work Abroad? Deciding where to Outsource Your Business Services

Is your business thinking about outsourcing your interaction center and BPO processes? If so, you’re facing a complex set of decisions that will affect customer care and communication. 

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Best Practices  |  Call Center Tips  |  Communication  |  Customer  |  Customer Service  |  Increase Profits  |  OPEN Forum  |  Performance  |  Relationships With Your Customers  |  Sales  |  Sales Tips  |  Tips & Tricks

9 Tips to Get Better at Selling Anything

 Information from Openforum.com, originally posted on June 13, 2012

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Best Practices  |  Call Center Tips  |  Communication  |  Education & Learning  |  GCS Culture  |  In Our Centers  |  Management  |  Team Building  |  Tips & Tricks  |  Training

Changing Language in Your Contact Center Can Make You More Professional and Accurate

How do you feel when someone says the word “telemarketing?” Most people cringe a little inside. Why? Because it sounds negative.

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Call Center Tips  |  Communication  |  Education & Learning  |  Employee Engagement  |  Management  |  Performance  |  Productivity  |  Tips & Tricks

Intersecting Sports and the Contact Center World

One might think that the world of sports has little to nothing in common with the contact center industry but that is not true.

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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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Best Practices  |  Call Center Tips  |  Education & Learning  |  Employee Engagement  |  GCS Culture  |  Growth  |  In Our Centers  |  Leadership  |  Management  |  Product Conviction  |  Star Principles

Leadership by Listening; Leadership & Management

When you see someone visiting your site, it is human nature to question their motive: are they a client or prospect? are they an auditor? is something important happening?

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Call Center Tips  |  Education & Learning  |  Employee Engagement  |  Tips & Tricks

Teaching an Old Dog New Tricks: Learning New Things in the Contact Center Industry

  Got a problem? Give Pepa a call. :) Very handsome silver toy poodle wearing headset.

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Call Center Tips  |  Employee Engagement  |  GCS Culture  |  General  |  Management  |  Team Building

Tips & Activities for Team Building in the Workplace

“Coming together is a beginning. Keeping together is progress. Working together is success.” -Henry Ford

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Call Center Tips  |  Client Relationships  |  Increase Profits  |  Performance  |  Relationships With Your Customers

Tips for Protecting Your Goldmine

via D'Arcy Norman on Flickr

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Call Center Tips  |  Communication  |  Employee Engagement

Co-workers are Customers Too

In our industry, we’re taught you should do everything you can to make sure we do everything the client wishes to treat the customer well. The same can and should be said for the way you interact with your co-workers, too.

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BPO  |  Call Center Tips  |  Innovation  |  Management  |  Outsourcing  |  Technology

Expand Your Operations Off-Shore Using a Build Operate Transfer Model

Smart companies looking to expand into foreign markets are now considering the Build-Operate-Transfer (BOT) model. Companies often recognize the cost-savings opportunities and/or strategic advantages of establishing an off-shore presence. However, the task of establishing that off-shore presence may seem daunting due to the numerous risks, as well as the time and effort involved.

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Best Practices  |  Call Center Tips  |  Client Relationships  |  Communication  |  Compliance  |  FCC  |  Healthcare  |  Outsourcing  |  Relationships With Your Customers  |  Sales  |  Technology  |  Tips & Tricks

9 Tips for Choosing a Compliant Outsourcing Provider

When it comes to customer outreach, compliance is a serious matter. 

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Call Center Tips  |  Employee Engagement  |  Training

Training Emotional Intelligence Improves the Customer Experience [Empathetic Listening Skills]

Self-awareness, self-discipline and empathy are core components of what used to be called "character" but is now understood as something more--much more.

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Best Practices  |  Call Center Tips  |  Communication  |  Compliance  |  Inside a Contact Center  |  Management  |  Relationships With Your Customers

Turn Down the Noise [When Customers Complain]

Explain to the Customer about Exemptions to the DNC

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Branding  |  Call Center Tips  |  Communication  |  Increase Profits  |  Management  |  Relationships With Your Customers

Even Google Understands the Value of Dialog with Your Customers

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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Best Practices  |  Call Center Tips  |  Communication  |  Employee Engagement  |  Leadership  |  Management  |  Productivity  |  Tips & Tricks

The Evil Micromanager. Or, when it's OK to Micromanage...

Micromanaging has a negative connotation associated with it. And rightly so. No one likes to have their boss breathing down their neck, making decisions for them. All employees appreciate a certain amount of autonomy in their work. It allows for ownership of their work. It allows for a more engaged employee. Don't agree? Check out the video in this post.

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Best Practices  |  Branding  |  Call Center Tips  |  GCS Culture

You never know who's watching...

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.

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Best Practices  |  Call Center Tips  |  Communication  |  Performance  |  Tips & Tricks

Improving Corporate Communications (Tips to Implement at Your Contact Center)

As part of a project for my Masters course at Gonzaga University, I recently  completed an audit on GCS’ current communication plan. This audit targeted several areas of communication at GCS including internal communication at our sites, a personal interview with a veteran manager and direct observation during meetings. Although I’d love to report that GCS is perfectly capable of delivering exceptional corporate communication across all levels, like most organizations, we do have strengths AND weaknesses.

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ABIA  |  Call Center Tips  |  Communication  |  GCS Culture  |  Increase Profits  |  Marketing  |  Performance  |  Relationships With Your Customers

Tips for Selling Anything!

We did a webinar with the ABIA yesterday.  We covered some marketing and communication tips and best practices for your agency.  Here are some of the tips that were covered.

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Call Center Tips  |  Communication  |  Employee Engagement  |  Training

Win with Effective Training | Use One on One Engagement

  Group Training can be marginally effective but may not keep trainees engaged!

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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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Call Center Tips  |  Careers  |  Communication  |  Employee Engagement  |  GCS Culture  |  HR  |  Leadership  |  Motivation  |  Performance  |  Productivity

Will I Ever Be Engaged? Exploring Employee Engagement in the Workplace

  A good case for the necessity of employee engagement. via Gallup.

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