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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 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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A weekly soft skill tip for improving personal communication for you and your team. Emailed to you each week.

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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 Vendors  |  Inside a Contact Center  |  Performance  |  call center consulting

Top Contact Center Industry Benchmarks

“If you know the enemy and know yourself, you need not fear the results of a hundred battles.” – Sun Tzu   One of the most effective ways to determine how your contact center’s performance stacks up against other providers in your industry is to benchmark. Many enterprises are satisfied when their contact 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 contact center industry standards.

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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 Tips  |  Contact Center Consulting  |  Contact Center Vendors  |  Outsourcing

Call Center Outsourcing Services: How to Choose the Right Contact Center Vendor

  "Selecting the right center outsourcer will have numerous positive consequences on your business."

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