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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  |  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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Call Center Optimization Forum  |  Call Center Tips  |  Contact Center Consulting  |  Contact Center Vendors  |  Customer Service  |  Employee Engagement

Exposing the Super Heroes in Your Contact Center

  This is the week when we honor the work of our favorite super heroes. We know them by many names: professional problem solvers; queens of the queue; princes of patience; masters of making things right; bearers of the brand; champions of connection. As they answer even the most roundabout, complicated questions (or the same simple question asked 35 times each day) their legends travel far and wide, blanketing every channel.

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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  |  Contact Center Consulting  |  Customer Service  |  Inside a Contact Center  |  soft skills training

Interpersonal Skills Training for Contact Center Representatives

“There will always be people who are ahead of the curve, and people who are behind the curve. But knowledge moves the curve.” -- Bill James

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Call Center Tips  |  Contact Center Consulting  |  Customer Service  |  soft skills training

3 Call Center Soft Skills Your Representatives Need

“Social skills are important in the modern labor market because computers are still very poor at simulating human interaction."

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Call Center Tips  |  Contact Center Consulting  |  Customer Service

3 Tips for Great Contact Center Staffing: The People Perspective

"For good workers to be consistently productive, a sense of worth and organizational mobility is essential."

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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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