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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

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Call Center Optimization Forum  |  Call Center Tips  |  Contact Center Consulting  |  Contact Center Vendors  |  Inside a Contact Center  |  Management

Customer Loyalty, and Retention in a Post-COVID World: A Customer Service State of Mind

All global economies have been impacted by a non-selective economic catalyst. COVID-19 has altered consumers' behaviors within global economies. And change has been inevitable, especially for customer service.

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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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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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Contact Center Consulting  |  Contact Center Vendors  |  Inside a Contact Center

Five Contact Center Trends to Follow in 2017

  "The easier it is to get fast, convenient customer service, the more consumers will engage with customer service. That higher level of engagement will remain essential to building the long-term loyalty that businesses depend on for stability and continued growth."

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Call Center Optimization Forum  |  Call Center Tips  |  Contact Center Consulting  |  Contact Center Vendors  |  Inside a Contact Center  |  Management

Five Things to Ask a Contact Center Vendor Before Hiring Them

"When your vendor is interacting directly with your customers on behalf of your company, questions you ask before hiring them need to be deeper, more pointed and increasingly challenging."

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Call Center Optimization Forum  |  Call Center Tips  |  Contact Center Consulting  |  Contact Center RFP  |  Contact Center Vendors  |  Inside a Contact Center  |  Management  |  Outsourcing

How Does Your Contact Center Vendor Measure Up?

"A strong vendor management program can properly locate & manage the right vendor partner in a crowded and chaotic competitive field."

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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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Best Practices  |  Employee Engagement  |  General  |  Inside a Contact Center  |  Leadership

Coaches are Just Teachers Trying to Help Us Win

When asked “Who was the most influential person in your life growing up?” the most common answers (after “my mom” or “my dad”) are usually a teacher or a coach. At GCS, we refer to the most influential people in our CMRs’ business lives as Supervisors but, aren’t they really teachers or coaches? They work daily with CMRs on presentation skills, right? At GCS, we are changing the titles for “the most influential people in our company.

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Inside a Contact Center

The Ebb and Flow of Workload

I like August for 134 reasons. Not because it feels like 134 degrees in Yuma, but because we hired 134 associates in the first week of August. Business is growing again and we can help our clients and help our communities by being  able to provide good, steady employment.

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Client Relationships  |  Inside a Contact Center  |  Outsourcing  |  Sales  |  Sales Tips

We invite business brokers, consultants and others to introduce us to qualified projects...

 

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Communication  |  Inside a Contact Center  |  Star Principles  |  Technology

FTC to Release Cell Phone Numbers from the Do Not Call Registry - Really?

Federal Trade Commission (FTC) was going to release cell phone numbers to telemarketers and cell phone users only had a few days left to place their number on the National Do Not Call Registry. We have uncovered the truth - The verdict: This rumor is FALSE.

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Best Practices  |  Client Relationships  |  Communication  |  Compliance  |  Inside a Contact Center  |  Outsourcing  |  Performance

Inbound Customer Engagement ~ What's Important to Our Clients? Metrics Measured.

Similar to our outbound contact center initiatives we manage on behalf of our clients, for our inbound clients, there are many “moving parts” which drive the measurements our clients have for us. Some of the measurements are unique to the type of interaction we manage (i.e. a sales call versus a customer service call), but the basis for most metrics is the same.

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Compliance  |  FCC  |  Inside a Contact Center

New FCC Limitations on Robo-Calls and Auto Text Messages

Today the Federal Communications Commission (FCC) approved new guidelines designed to limit the unapproved use of automatically dialed calls, or robo-calls, and automatic text messages. It also brings their requirements more in line with the Federal Trade Commission (FTC).

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In Our Centers  |  Inside a Contact Center  |  Strategic Planning

How Does a Calling Campaign Start in a Contact Center?

Did you ever wonder how a new program is implemented at GCS? What may seem simple on the surface does have some complexity to it. Here are a few things to know:

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Compliance  |  Inside a Contact Center  |  Performance

Common Outbound Metrics Measured in a Contact Center

Every business relies on data to optimize its performance. You need quality data to manage your business on a daily basis, but also to keep your finger on the pulse of what the future holds. 

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Inside a Contact Center  |  Relationships With Your Customers  |  Technology  |  Third Party Marketing

Who's Contacting You and How You Can Opt Out

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Best Practices  |  Call Center Tips  |  Communication  |  Compliance  |  Inside a Contact Center  |  Management  |  Relationships With Your Customers

Turn Down the Noise [When Customers Complain]

Explain to the Customer about Exemptions to the DNC

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