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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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Branding  |  Communication  |  Increase Profits  |  Innovation  |  Management  |  Marketing  |  Sales  |  Sales Tips

Is B2B for Me?

We know customers.

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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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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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BPO  |  Best Practices  |  Call Center Tips  |  Customer Service  |  Increase Profits  |  Outsourcing  |  Productivity  |  Relationships With Your Customers  |  Sales  |  Sales Tips  |  Time Management  |  Tips & Tricks  |  featured

Credit Card Growth Case Study

Building a Relationship to Spur Long-Term Success in Credit Card Sales Over the years, we have had the opportunity to service our clients and exceed their expectations, even beyond what they originally anticipated. One example comes from a large US bank, seeking assistance with credit card acquisition and fulfillment. Several years ago the client sought an outsource provider to help fulfill credit card acquisitions in a way both cost-effective and revenue-generating. The organization’s goal was to develop a substantial number of new client relationships using both inbound and outbound voice services.

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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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BPO  |  Call Center Tips  |  Increase Profits  |  Innovation  |  Leadership  |  Management  |  Outsourcing  |  Sales  |  Technology

Domestic Help or Work Abroad? Deciding where to Outsource Your Business Services

Is your business thinking about outsourcing your interaction center and BPO processes? If so, you’re facing a complex set of decisions that will affect customer care and communication. 

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Growth  |  Healthcare  |  Increase Profits  |  Marketing

Can Insurance Companies Generate Revenue Despite the Patient Protection & Affordable Care Act?

That's the question everyone is asking.

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Best Practices  |  Call Center Tips  |  Communication  |  Customer  |  Customer Service  |  Increase Profits  |  OPEN Forum  |  Performance  |  Relationships With Your Customers  |  Sales  |  Sales Tips  |  Tips & Tricks

9 Tips to Get Better at Selling Anything

 Information from Openforum.com, originally posted on June 13, 2012

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Increase Profits  |  Product Conviction  |  Relationships With Your Customers  |  Sales  |  Sales Tips

Good FEATURES lead to BENEFITS you can use to your ADVANTAGE

Long held sales advice was, "Know the FEATURES, but sell the BENEFIT." The thought was while good selling skills require strong product knowledge of features, what people buy is the benefit the product or service brings to them. That is a good start, but don't forget the ADVANTAGE provided by the benefit. The advantage is the emotional edge provided by ownership of the item being sold.

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Call Center Tips  |  Client Relationships  |  Increase Profits  |  Performance  |  Relationships With Your Customers

Tips for Protecting Your Goldmine

via D'Arcy Norman on Flickr

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Communication  |  General  |  Increase Profits  |  Outsourcing  |  Relationships With Your Customers  |  Time Management

5 Benefits to Outsourcing Your Contact Center

Outsourcing works. And it does so regardless of industry, products, or services. Outsourcing is an effective way to manage multi-channel, two-way communication between your business and customer contacts. While the decision to outsource will depend on your business’s unique needs, there are 5 popular benefits to outsourcing your needs with a call center.

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Communication  |  Increase Profits  |  Marketing  |  Relationships With Your Customers  |  Sales  |  Tips & Tricks

Three Strategies for Increasing Results in the Call Center Channel

Increasing response rates are always a top focus of any channel used to reach customers. With so many channels available today, marketers often spend a lot of time trying to increase the channels of message delivery. While that is a smart path to pursue, also consider little things that can increase the response rate within each channel.

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BPO  |  Increase Profits  |  Management  |  Outsourcing  |  Strategic Planning  |  Tips & Tricks

Are You an Innie or an Outtie? 6 Reasons to Outsource and 1 Easy Way to Decide What to Outsource

Successful businesses lean into their differentiator to dominate the market. This is the thing that you do better than anyone else; it’s your core strength and competitive advantage. However, you can’t just focus on your strengths: your business needs to be a master in each phase of the operation. 

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Branding  |  Call Center Tips  |  Communication  |  Increase Profits  |  Management  |  Relationships With Your Customers

Even Google Understands the Value of Dialog with Your Customers

I recently read an article about Google and their roll out of contact center support of their AdWords service. The article is a reminder of how important solid customer service is and how, when done right, the experience can transform a perceived cost center into a real revenue opportunity.

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ABIA  |  Call Center Tips  |  Communication  |  GCS Culture  |  Increase Profits  |  Marketing  |  Performance  |  Relationships With Your Customers

Tips for Selling Anything!

We did a webinar with the ABIA yesterday.  We covered some marketing and communication tips and best practices for your agency.  Here are some of the tips that were covered.

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Communication  |  GCS Culture  |  Increase Profits  |  Relationships With Your Customers  |  Sales

Is a Yellow Rose, still a Rose? The art of knowing what your customer wants.

Image via Wikipedia

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Client Relationships  |  Increase Profits  |  Performance  |  Sales  |  Webinar

Sell Me More, Sell Me More

Image via Wikipedia

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Increase Profits  |  Productivity  |  Third Party Marketing

Turning Profit in a Customer Care Center

If you want to start a lively discussion within our industry, ask if a good customer service person can also sell. (Likewise ask if a sales person can handle customer service.) This question often comes up when helping clients who want to turn a customer care/service center into a profit maker, or at least off-set some of the cost, by selling more products or services through that channel. Fortunately, there are options that work regardless of your situation. If you choose to sell in-house, here are a few things to consider.

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