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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

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Customer experience  |  Customer satisfaction  |  EnergyCentral  |  Utility  |  customer service  |  customer service tips  |  soft skills  |  soft skills for contact centers  |  soft skills training

7 Common Communication Blunders

Have you ever said something at work you wish you hadn’t? Shocking isn't it. Sometimes the wrong words just blurt out to employees or with the client. The first step in repairing common communication blunders on the job is to know what those blunders are. Then you can say things the smart way and not the dumb way.

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Contact Center Consulting  |  Performance  |  soft skills training

Dynamic, Voice Variety

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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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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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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Call Center Optimization Forum  |  Call Center Tips  |  Contact Center Consulting  |  Contact Center RFP  |  Contact Center Vendors  |  soft skills training

16 ROI-Proven Ways a Consultant Can Help Your Call Center

"We’ve picked 16 of the tougher questions and ROI-proven approaches that a worthy consultant should be able to tackle."

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Call Center Tips  |  Contact Center Consulting  |  Customer Service  |  soft skills training

3 Call Center Soft Skills Your Representatives Need

As call center professionals moving forward into the Digital Age, we are keenly aware of the impact of automation on our industry. One of the biggest concerns we’ve heard is the effect automation may have on the labor pool. With lightning fast development in robotics process automation and machine learning, will customer service reps (CSRs) eventually become obsolete?

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