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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

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Call Center Tips  |  Contact Center Consulting  |  Disaster Preparedness  |  Productivity  |  Strategic Planning

Minimize Damage to Call Center Operations in the Face of Natural Disaster

Our thoughts and prayers go out to the millions of American families impacted by Hurricane Harvey and Hurricane Irma over the last several weeks. We know that this is just the beginning of the recovery and restoration effort.

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General  |  Strategic Planning

The Importance of the Past for On the Job Accuracy

Every year, the Puerto Rican Day parade and celebration causes many streets and pathways leading to our GCS offices to close.  To avoid problems in today’s routine, it is important to look out for those past disturbances caused by an annual event. Often in the first year of a contract, GCS has to rely on the results and schedules left by our predecessor. The challenges from working off someone else’s results are numerous.  Since we often have to rectify issues like high wait times and low staffing, the old data is not always helpful.  Often there are new employees, different schedules or simply the data was not completely accurate, on point or even recorded at all.

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

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Best Practices  |  Call Center Tips  |  Communication  |  Customer Service  |  Management  |  Performance  |  Productivity  |  Relationships With Your Customers  |  Strategic Planning  |  Time Management  |  Tips & Tricks

Global eConnect

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.

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Best Practices  |  Call Center Tips  |  Communication  |  Employee Engagement  |  Leadership  |  Management  |  Motivation  |  Productivity  |  Strategic Planning  |  Team Building  |  Time Management  |  Tips & Tricks

Tips for Collaborating in the Workplace

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.

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Communication  |  Relationships With Your Customers  |  Strategic Planning  |  Technology

How Are Customer Communication Habits Changing? Or Not Changing?

The communication preferences of consumers continue to shift in America. According to the Pew Internet and American Life Project, Americans are digitally connected now more than ever.

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Client Relationships  |  Communication  |  Customer Service  |  GCS Culture  |  General  |  Growth  |  Productivity  |  Strategic Planning

The Power of Partnership

Photo of successful female standing by whiteboard and pointing at diagram on it at seminar

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