The GCS Blog
Helpful information on Contact Centers, Customer Service and People Skills
Contact Center Consulting | Performance | soft skills training
First, a short language lesson - the word ‘monotone’ which means a continuous, droning, and unchanging tone comes from the Greek word monotonia – meaning "one tone". That word is also the root from which we get the word ‘monotonous’ - meaning dull and tedious. And that’s no coincidence.
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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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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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“You will never reach your destination if you throw stones at every dog that barks.”
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Call Center Optimization Forum | Call Center Tips | Contact Center Consulting | Contact Center Vendors | Performance
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Best Practices | Call Center Optimization Forum | Call Center Tips | Management | Performance
"Measuring the Right KPIs can Get & Keep Your Call Center Operating at a High Efficiency"
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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 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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