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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

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Best Practices  |  Client Relationships  |  Communication  |  Management  |  Productivity  |  Uncategorized  |  soft skills training

GCS’s Quick Reference Guide to Conference Call Etiquette & Productivity

Everybody has experienced a conference call.

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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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Subscribe to our Soft Skills Tip of the Week

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

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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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Client Relationships  |  Communication  |  Customer Service  |  Performance  |  Relationships With Your Customers

Customer Service by the Numbers

As the old saying goes, “One thing that is always constant is change.” We all know that our industry is rapidly changing. From the technology we use to the clients we service, the needs of those in the business world continue to morph.

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Client Relationships  |  Communication  |  Customer Service  |  GCS Culture  |  General  |  Growth  |  Productivity  |  Strategic Planning

The Power of Partnership

Photo of successful female standing by whiteboard and pointing at diagram on it at seminar

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Client Relationships  |  Communication  |  Relationships With Your Customers

Put an End to Ineffective Sentence Bookends

A sentence bookend is a word or phrase at the beginning and/or end of a sentence often used to fill space, is often not necessary and is even distracting when used frequently. I once worked with a guy who seemed to end every sentence with the word "right." It quickly became annoying and pompous.

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