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.
Afro-american businesswoman using headset in the office
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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.
When companies review their customer service levels, they typically rely on data from traditional telephone channels. However, as the Internet Generation reaches maturity and preceding generations adopt the technologies that the Internet Generation grew up using, consumers are expecting companies to offer methods of support other than standard contact center numbers. Competitive companies are adapting to these expanded expectations while maintaining their service level targets. Let’s review some of the alternative contact methods that companies are employing, and a few tips for using them successfully.
We are all aware of scams and phony emails, but can you really recognize the difference between a bogus email and a real one?
Here at GCS this month we're focusing on Security Awareness. IT departments have a great responsibility at any company, but in a Contact Center they are responsible for all Telephony hardware and software along with company-wide hardware, software and security.
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.
When it comes to customer outreach, compliance is a serious matter.
Federal Trade Commission (FTC) was going to release cell phone numbers to telemarketers and cell phone users only had a few days left to place their number on the National Do Not Call Registry. We have uncovered the truth - The verdict: This rumor is FALSE.
I recently began a seminar series over at the local community college talking about online marketing. I've been working on websites and in the online marketing industry since 2003 and I've been working at GCS since July 2009. There has been a monumental shift in marketing with the rise of both social media sites and mobile technologies. The ways in which people communicate with each other have increased at a drastic rate. Remember when the only option was a telephone call or snail mail letter? Now you can tweet your messages, post on someone's wall, chat online or send an email.
Spend 10 minutes each day over the next 6 days helping your company increase their leads. Why? Well everyone wants more business!
Last Thursday was the IT/Applications Development Update day on the morning call. I felt (albeit partly in my own self interest) obliged to provide everyone with some simple tips to keeping their computer running effectively and efficiently.
At the end of July, GCS is going to be celebrating it's 10 year anniversary. In honor of such an accomplishment, especially in an environment that is seeing many businesses fail, we're going to be providing some historical perspectives on our growth and changes in the industry over the next several weeks. Two years ago, Greg Alcorn talked to Smallbiz America about GCS. Listen to the brief interview here. Related articles Marketing & Communication Tips for Your Agency (gcsagents.com)
My name is Joe Meehan and I have been in the call center business for over 20 years. I started in the contact center business when contacting consumers was all about making a sale or taking an order. So much has changed in the last 20 years. Push button phones have been replaced by sophisticated call technology that allows contact with hundreds of people in only a few hours.
Have you noticed the trend? In America today, we are more connected to our phones than ever before, our mobile phones. In fact, for a growing number of people, it is the only phone they have. In 2000, 1 out of 10 people in the United States owned a mobile phone, by 2009, it was 6 in 10. Now, 90% of households in the United States have a mobile phone. For many companies, calling a client’s mobile phone was simply NOT something to do. To meet regulations, mobile phone dialing requires a different approach than landlines and until recently, there was usually a landline to call instead. Now, as more and more landlines disappear, companies are looking for the best way to reach out to customers. E-mail and texting can work, but so can a call to the mobile phone - when it is done correctly. GCS recently partnered with one of our customers to explore this communication channel. The results point to a real opportunity for businesses who recognize the trends and want to connect with, and monetize their mobile customer base. But to keep the customer happy, you need to consider three important things:
It's always a fun exercise to imagine what your industry will look like in 20 years. This article over at Call Center Helper does just that, asking several industry experts what they think the call center will look like in 20 years. I've asked some of our Technology team to read the article and give their answers to this question. Here's what they said.