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The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

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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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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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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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Blog Feature

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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Blog Feature

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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