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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 Tips  |  Education & Learning  |  Employee Engagement  |  Training

9 Ways to Fix Your Call Center

"9 Ways To Fix Your Call Center"

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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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Education & Learning

Management Candidate Program

One of the main principles at GCS is to provide opportunities to those who want them. It is our goal for all associates to enjoy working at GCS and to find it makes their lives better. That’s where our Management Candidate Program comes in. This program was started over twenty years ago and includes dozens of learning modules designed to develop and hone the skills necessary to become a manager in the contact center advisory services field.

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Best Practices  |  Call Center Tips  |  Education & Learning  |  GCS Culture  |  Increase Profits  |  Innovation  |  Outsourcing  |  Sales  |  Technology

10 Reasons to Outsource with GCS

Afro-american businesswoman using headset in the office

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Careers  |  Education & Learning  |  Employee Engagement  |  GCS Culture  |  Growth  |  Hiring  |  In Our Centers  |  Management  |  Team Building  |  Training

Be a Resource for Others

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Best Practices  |  Call Center Tips  |  Communication  |  Customer Service  |  Education & Learning  |  Employee Engagement  |  GCS Culture  |  In Our Centers  |  Increase Profits  |  Management  |  Motivation  |  Performance  |  Product Conviction  |  Productivity  |  Relationships With Your Customers  |  Star Principles  |  Top Performers

Increase the Level Of Business in Your Daily Routine

In our last employee survey we asked for ideas from our employees about how they increase our level of business performance in their daily routines.  We got some great tips! Here they are:

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Education & Learning  |  Increase Profits  |  Outsourcing

Outsourcing, Insourcing, Off-Shoring and More

The term “outsourcing” has become a scapegoat this political season. But beyond the political hype, it is important to understand the long term benefits of outsourcing. Just about every company outsources. From trash collection, to cleaning crews, to entire contact centers, no one does it all. In fact, outsourcing helps most companies remain competitive and in business. The U.S. is, for the most part, a service economy. We are a nation working for each other. So let’s understand what these “sourcing” terms mean:

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Education & Learning  |  Increase Profits  |  Performance  |  Productivity  |  Time Management

Campaign Director Overview

To put it in simple terms, Campaign Director is a dialing platform. It is a technology solution that allows us to do what our business model sells, to make customer contacts and help our clients manage business relationships. Primarily we make outbound contact calls to customers for our clients and take inbound calls from customers for our clients. Different platforms have different strengths and weaknesses. Some are great at outbound predictive dialing while lacking robust inbound capabilities. Other platforms are great at receiving and handling inbound calls but lack good outbound predictive dialing capabilities.

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Communication  |  Education & Learning  |  Performance  |  Training

Coaching Employees in the Contact Center 101

Coaching is essential in every contact center. But effective coaching will depend on your organizational culture, employees, clients, and more. 

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Communication  |  Education & Learning  |  Employee Engagement  |  Expressed Interest  |  Leadership  |  Management  |  Star Principles  |  Training  |  Webinar

Be A Coach, not a Supervisor.

We certainly did not know exactly what to expect with the CMRxchange webinar. Holly Czuba, George Simons and I accepted the offer to present a live session on coaching, communication and collaboration to an online audience of contact center professionals.

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Education & Learning  |  Employee Engagement  |  Growth  |  Leadership  |  Management  |  Team Building  |  Training  |  Web conferencing  |  Webinar

CRMXchange Webinar; Coaching with Style goes well!

  Greg Alcorn, Coaching with Style Webinar during CRMXchange virtual conference.

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Education & Learning  |  Growth

Learning Something New Everyday

As a kid, we had a dinner time ritual where my dad asked us what we learned in school that day.  At the time I found answering that question the hardest part of my day....and the most irritating.  [I could have taught a class in eye rolling.]  As a kid it was hard for me to grasp that what I was learning in school was 'new & exciting' information (to anyone).  I was just going through the motions, and paid little attention to the big picture. But I've always been very fascinated with the world around me and how it works. And becoming an adult, I have recognized the value of this dinner time ritual.  I became aware of the different ways a person can learn something new about the world around them.  It was one of those AHA moments when I realized that learning something new didn't have to be something I read in a book in a classroom.

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Best Practices  |  Call Center Tips  |  Communication  |  Education & Learning  |  GCS Culture  |  In Our Centers  |  Management  |  Team Building  |  Tips & Tricks  |  Training

Changing Language in Your Contact Center Can Make You More Professional and Accurate

How do you feel when someone says the word “telemarketing?” Most people cringe a little inside. Why? Because it sounds negative.

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Call Center Tips  |  Communication  |  Education & Learning  |  Employee Engagement  |  Management  |  Performance  |  Productivity  |  Tips & Tricks

Intersecting Sports and the Contact Center World

One might think that the world of sports has little to nothing in common with the contact center industry but that is not true.

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Client Relationships  |  Communication  |  Education & Learning  |  Innovation  |  Performance  |  Productivity  |  Relationships With Your Customers  |  Team Building

Think Outside the Box. Avoid Cliches

Oftentimes we’re told to avoid clichés: in speeches, in letters and especially when speaking to clients/customers. But why?

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Communication  |  Education & Learning  |  GCS Culture  |  General  |  Leadership  |  Performance  |  Relationships With Your Customers  |  Team Building  |  Tips & Tricks

4 Traits of World Class Listening (Being an Active Listener)

We all know that listening is a important skill.  Both personally and professionally, being a good listener can make or break your success. Here are 4 tips, originally described by Dr. Jerry Bell (http://www.bellleadership.com/) to amp up your listening skills and become an active listener.

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Education & Learning  |  Innovation  |  Strategic Planning

Mind Mapping is a Great Way to Brainstorm

Ian Gowdie did this great (!) and creative mind map.

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Best Practices  |  Call Center Optimization Forum  |  Call Center Tips  |  Education & Learning  |  General  |  Marketing  |  Tips & Tricks  |  Training

Enhancing the Customer Experience [Tips for Optimizing Your Call Script]

Here are some tips in effectively engaging with potential customers in today's marketing environment. Initial dialogue and delivery techniques are crucial when engaging with a potential customer for the first time.

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Best Practices  |  Call Center Tips  |  Education & Learning  |  Employee Engagement  |  GCS Culture  |  Growth  |  In Our Centers  |  Leadership  |  Management  |  Product Conviction  |  Star Principles

Leadership by Listening; Leadership & Management

When you see someone visiting your site, it is human nature to question their motive: are they a client or prospect? are they an auditor? is something important happening?

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Education & Learning  |  GCS Culture  |  enrichment

Enriching Your Life

Learning something new means more than just picking up a new skill or trade.  It actually enriches your life and in many ways, makes you a better person. It doesn't have to be a monumental laborious effort either.   It's relatively easy to pick up something new every day.  Here are 10 ways to do it, brought to you by pickthebrain.com.

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Education & Learning

Have You Ever Done Work in Our Industry? [Expressed Interest]

Did you have a Johnny Stratton in your high school? Johnny went to my high school. He could do everything. He played four sports and was a star in all of them. He played the trumpet in the band, was class president and dated the prettiest girl. To top it all off, he was, and still is, a really nice guy.

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Education & Learning  |  Employee Engagement  |  Team Building

Team Building in the Office ~ Expressed Interest

by guest writer Donna VanHorn

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Call Center Tips  |  Education & Learning  |  Employee Engagement  |  Tips & Tricks

Teaching an Old Dog New Tricks: Learning New Things in the Contact Center Industry

  Got a problem? Give Pepa a call. :) Very handsome silver toy poodle wearing headset.

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