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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  |  Client Relationships  |  Communication  |  Management  |  Productivity  |  Uncategorized  |  soft skills training

GCS’s Quick Reference Guide to Conference Call Etiquette & Productivity

Everybody has experienced a conference call.

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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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Subscribe to our Soft Skills Tip of the Week

A weekly soft skill tip for improving personal communication for you and your team. Emailed to you each week.

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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 Optimization Forum  |  Call Center Tips  |  Management

Paratransit Call Center Case Study

How GCS Turned an Ailing Paratransit Call Center into a Platform for P3 Best Practices  

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Call Center Optimization Forum  |  Call Center Tips  |  Contact Center Consulting  |  Management

Contact Center Workforce Optimization & Management

  "The best workforce optimization goes beyond the numbers & cultivates an understanding about how the numbers impact workforce management."

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