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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

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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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Outsourcing Guide

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Contact Center Consulting  |  Contact Center Vendors  |  Inside a Contact Center  |  Performance

How to Develop a Contact Center Improvement Plan

How a 10-Point Improvement Tool Can Reshape Your Contact Center  

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Contact Center Consulting  |  Contact Center Vendors  |  Inside a Contact Center

Five Contact Center Trends to Follow in 2017

  "The easier it is to get fast, convenient customer service, the more consumers will engage with customer service. That higher level of engagement will remain essential to building the long-term loyalty that businesses depend on for stability and continued growth."

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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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