A great BPO company can supercharge your business’ operational flexibility. The perks of working with an outsourcing company are getting skilled and experienced team members working on your projects.
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.
The Complete Call Center Outsourcing Guide helps you plan for better outsource success. Get this guide and subscribe to our blog.
Everybody has experienced a conference call.
Best Practices | Call Center Tips | Client Relationships | Communication | Contact Center Consulting | Customer Service | Education & Learning | Increase Profits | Leadership | Management | Performance | Team Building
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.
"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."
"A strong vendor management program can properly locate & manage the right vendor partner in a crowded and chaotic competitive field."
How GCS Turned an Ailing Paratransit Call Center into a Platform for P3 Best Practices
"The best workforce optimization goes beyond the numbers & cultivates an understanding about how the numbers impact workforce management."
"Measuring the Right KPIs can Get & Keep Your Call Center Operating at a High Efficiency"
It’s no secret that starting with good people makes a huge difference. Finding the best contact center staff for the job can be a big challenge. Mistakes here can really set back an operation. Defining the right skill sets to recruit will vary based on the needs of a center.
Best Practices | Call Center Tips | Communication | Customer Service | Management | Performance | Productivity | Relationships With Your Customers | Strategic Planning | Time Management | Tips & Tricks
You cannot do it all. In almost every client presentation we are asked to provide a service that is NOT our core competency. GCS provides outsourced teleservices for customer sales, service and support (CSSS). Oftentimes there are fringe services that bolt on to CSSS and it makes sense to subcontract those activities through us. In these cases, we take on the role of Trusted Advisor.
In his famous one-hit-wonder “Ice, Ice, Baby,” Vanilla Ice tells us to “Stop, collaborate and listen.” It’s catchy and there’s also some truth to what he’s saying. Collaboration is an important workplace practice. Whether you’re giving a supervisor your input on a new program or you’re building out a proposal for a potential new client, collaboration is key.
We know customers.
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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:
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.
About two years ago our company had Dr. Gerald Bell come to speak on leadership and management strategies. I was unable to attend his event myself, but I am consistently reminded of some of his principles (which I find very useful!). This morning, our Vice President of Human Resources, Bucky Cline, saw fit to remind us, of some of the strategies that can help us be the best leaders and employees we can be. If you would like to learn more from Dr. Bell, check out one of his numerous books or sign up for a seminar!
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.
Greg Alcorn, Coaching with Style Webinar during CRMXchange virtual conference.
How do you feel when someone says the word “telemarketing?” Most people cringe a little inside. Why? Because it sounds negative.
One might think that the world of sports has little to nothing in common with the contact center industry but that is not true.
When you see someone visiting your site, it is human nature to question their motive: are they a client or prospect? are they an auditor? is something important happening?
“Coming together is a beginning. Keeping together is progress. Working together is success.” -Henry Ford
Yogi Berra said lots of funny, mixed up quotes. “You can’t think and hit a baseball at the same time” was one of my favorites. It sounds strange, but makes sense when you put it in the context of learning. Professional baseball players practice and drill so that instincts take over in the millisecond they have for deciding whether to swing the bat.
Smart companies looking to expand into foreign markets are now considering the Build-Operate-Transfer (BOT) model. Companies often recognize the cost-savings opportunities and/or strategic advantages of establishing an off-shore presence. However, the task of establishing that off-shore presence may seem daunting due to the numerous risks, as well as the time and effort involved.
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.
A great thing about the new year is you can look back and see what experiences provided new working knowledge that you can apply in the new year. For some top performers in Wheeling, WV, last year was filled with learning opportunities and personal success, which helped define the new goals for this year.
Explain to the Customer about Exemptions to the DNC
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.
I've had the good fortune to be provided with the opportunity to take part in a year long leadership class. Leadership Rowan is designed to prepare individuals to assume leadership roles in the county and to further enhance the abilities of existing leaders. One day each month from September to May we will meet at a different location within the community and learn how that aspect of the community functions. For example, there is a criminal justice day, a county history day, an arts & culture day and a healthcare day, just to name a few.
Micromanaging has a negative connotation associated with it. And rightly so. No one likes to have their boss breathing down their neck, making decisions for them. All employees appreciate a certain amount of autonomy in their work. It allows for ownership of their work. It allows for a more engaged employee. Don't agree? Check out the video in this post.