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.
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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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.
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.