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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  |  Customer experience  |  consumer communication habits  |  contact center trends  |  omni-channel  |  outsourcing call center services  |  soft skills

From Raving Mad to Raving Fan - A Customer Service State of Mind

Customer satisfaction is the key to profitability. From low churn rates to high LTV (Customer Lifetime Value), a consumer's state of mind demands serious attention from customer service specialists. In the race to win over the customer, companies are focusing on improving the quality of their offer, tweaking retention strategies, and making themselves available across numerous channels. Including, contact centers.

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Customer experience  |  Customer satisfaction  |  EnergyCentral  |  Utility  |  customer service  |  customer service tips  |  soft skills  |  soft skills for contact centers  |  soft skills training

7 Common Communication Blunders

Have you ever said something at work you wish you hadn’t? Shocking isn't it. Sometimes the wrong words just blurt out to employees or with the client. The first step in repairing common communication blunders on the job is to know what those blunders are. Then you can say things the smart way and not the dumb way.

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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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Communication  |  Customer experience  |  Performance  |  Relationships With Your Customers  |  Skepticism  |  customer service  |  featured  |  perfect practice makes perfect  |  practice makes permanent

The Most Difficult Job at a Contact Center

I read a couple of articles this morning that got me to thinking about the nature of the Customer Management Representative position.  I'm going to suggest that the CMR has one of the most difficult positions at the interaction center. The two articles I read this morning re-enforce my position.

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