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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

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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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Best Practices  |  Call Center Tips  |  Education & Learning  |  GCS Culture  |  Increase Profits  |  Innovation  |  Outsourcing  |  Sales  |  Technology

10 Reasons to Outsource with GCS

Afro-american businesswoman using headset in the office

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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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BPO  |  Call Center Tips  |  Increase Profits  |  Innovation  |  Leadership  |  Management  |  Outsourcing  |  Sales  |  Technology

Domestic Help or Work Abroad? Deciding where to Outsource Your Business Services

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. 

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Communication  |  Customer Service  |  General  |  Innovation  |  Marketing  |  Technology  |  Time Management

Reach Out to Customers on the Most Popular Communication Channels

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.

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Blog Feature

Best Practices  |  Technology  |  Training

When You Go Surfing, Avoid Phishing

We are all aware of scams and phony emails, but can you really recognize the difference between a bogus email and a real one?

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Blog Feature

Best Practices  |  Compliance  |  PCI Compliance  |  Technology  |  Training

Basic Computer Security Awareness [Security Awareness Month at GCS]

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.

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Blog Feature

BPO  |  Call Center Tips  |  Innovation  |  Management  |  Outsourcing  |  Technology

Expand Your Operations Off-Shore Using a Build Operate Transfer Model

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.

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Blog Feature

Communication  |  Fund Raising  |  Political  |  Strategic Planning  |  Technology  |  Tips & Tricks

9 Creative Ways to Use the Phone to Deliver Your Political Message

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Best Practices  |  Call Center Tips  |  Client Relationships  |  Communication  |  Compliance  |  FCC  |  Healthcare  |  Outsourcing  |  Relationships With Your Customers  |  Sales  |  Technology  |  Tips & Tricks

9 Tips for Choosing a Compliant Outsourcing Provider

When it comes to customer outreach, compliance is a serious matter. 

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Communication  |  Inside a Contact Center  |  Star Principles  |  Technology

FTC to Release Cell Phone Numbers from the Do Not Call Registry - Really?

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.

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Blog Feature

Communication  |  Marketing  |  Relationships With Your Customers  |  Technology  |  Tips & Tricks

Why Should I Use Multiple Communication Channels ? (Thoughts from a Marketing Specialist and Consumer)

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.

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Blog Feature

Marketing  |  Technology

Help Your B2B Company in 10 Minutes a Day Using LinkedIn

Spend 10 minutes each day over the next 6 days helping your company increase their leads.  Why? Well everyone wants more business!  

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Blog Feature

Inside a Contact Center  |  Relationships With Your Customers  |  Technology  |  Third Party Marketing

Who's Contacting You and How You Can Opt Out

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Blog Feature

Technology

New Years Resolutions from the Tech Corner

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.

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Blog Feature

10 Years  |  GCS Culture  |  Innovation  |  Leadership  |  Outsourcing  |  Productivity  |  Sales  |  Strategic Planning  |  Technology

Listen to CEO, Greg Alcorn talk about GCS's Beginnings and Growth, both at the Company and Industry Levels.

  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)

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Blog Feature

Relationships With Your Customers  |  Sales  |  Technology

Changes in the Call Center Industry and the Breadth of Available Services

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.

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Blog Feature

Communication  |  Productivity  |  Technology

Use Proper Manners when Calling a Customer on their Mobile Phone

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:

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Blog Feature

Technology

What will the Call Center look like in 20 years? GCS's Technology Team Answers.

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.

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