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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  |  Compliance  |  Customer Service  |  Performance  |  Training

Capital One's Non-Compliant Marketing Strategies and The Consumer Financial Protection Bureau (CFPB)

It Pays to Be Compliant What can you do with $210 million? Yes, it is a lot of money and there are probably 210 million ways you imagine spending it. Are regulatory fees and shelling out refunds on that list? Probably not. But that’s exactly what the Consumer Financial Protection Bureau is making Capital One Banking do for its marketing practices. The CFPB alleges Capital One tricked its credit card customers into purchasing add-on services.

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Best Practices  |  Compliance  |  PCI Compliance  |  Technology  |  Training

Basic Computer Security Awareness [Security Awareness Month at GCS]

Here at GCS this month we're focusing on Security Awareness.  IT departments have a great responsibility at any company, but in a Contact Center they are responsible for all Telephony hardware and software along with company-wide hardware, software and security.

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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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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

 Recent changes by the FCC have closed loopholes used by aggressive marketing practitioners to use inexpensive and intrusive technology to flood consumers with robo calls (recorded messages) and texts. We think this is a good thing.

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Best Practices  |  Client Relationships  |  Communication  |  Compliance  |  Inside a Contact Center  |  Outsourcing  |  Performance

Inbound Customer Engagement ~ What's Important to Our Clients? Metrics Measured.

Similar to our outbound contact center initiatives we manage on behalf of our clients, for our inbound clients, there are many “moving parts” which drive the measurements our clients have for us. Some of the measurements are unique to the type of interaction we manage (i.e. a sales call versus a customer service call), but the basis for most metrics is the same.

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Blog Feature

Compliance  |  FCC  |  Inside a Contact Center

New FCC Limitations on Robo-Calls and Auto Text Messages

Today the Federal Communications Commission (FCC) approved new guidelines designed to limit the unapproved use of automatically dialed calls, or robo-calls, and automatic text messages. It also brings their requirements more in line with the Federal Trade Commission (FTC).

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Compliance  |  Inside a Contact Center  |  Performance

Common Outbound Metrics Measured in a Contact Center

The Client Services team at GCS is charged with not only the overall, daily management of our programs, but also in keeping the pulse on what is important to our clients. Knowing their key metrics for success means we can focus on the right things internally to translate our results into what is most important to them.

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