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The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

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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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Outsourcing Guide

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Communication  |  Education & Learning  |  Performance  |  Training

Coaching Employees in the Contact Center 101

In the virtual conference this week, Greg Alcorn touched on many topics relating to the how’s and why’s of coaching and communication in the contact center.

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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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