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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

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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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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  |  Best Practices  |  Call Center Tips  |  Customer Service  |  Increase Profits  |  Outsourcing  |  Productivity  |  Relationships With Your Customers  |  Sales  |  Sales Tips  |  Time Management  |  Tips & Tricks  |  featured

Credit Card Growth Case Study

Building a Relationship to Spur Long-Term Success in Credit Card Sales Over the years, we have had the opportunity to service our clients and exceed their expectations, even beyond what they originally anticipated. One example comes from a large US bank, seeking assistance with credit card acquisition and fulfillment. Several years ago the client sought an outsource provider to help fulfill credit card acquisitions in a way both cost-effective and revenue-generating. The organization’s goal was to develop a substantial number of new client relationships using both inbound and outbound voice services.

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Growth  |  Outsourcing  |  Payroll  |  Strategic Planning  |  Tips & Tricks

How to Decide What to Outsource. If anything.

Are you having trouble deciding what your company should outsource?  Here's one really quick way to decide.

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Best Practices  |  Call Center Tips  |  Communication  |  Customer  |  Customer Service  |  Increase Profits  |  OPEN Forum  |  Performance  |  Relationships With Your Customers  |  Sales  |  Sales Tips  |  Tips & Tricks

9 Tips to Get Better at Selling Anything

 Information from Openforum.com, originally posted on June 13, 2012

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Communication  |  Fund Raising  |  Leadership  |  Marketing  |  Political  |  Strategic Planning  |  Tips & Tricks

For or Against "Obamacare", We Can Help You Motivate Your Base Constituents

The tension and excitement in the air are palpable this morning after the supreme court's decision to uphold what many call "Obamacare".  President Obama's landmark health care reform bill has a number of stipulations. Among the most discussed:

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Best Practices  |  Call Center Tips  |  Communication  |  Education & Learning  |  GCS Culture  |  In Our Centers  |  Management  |  Team Building  |  Tips & Tricks  |  Training

Changing Language in Your Contact Center Can Make You More Professional and Accurate

How do you feel when someone says the word “telemarketing?” Most people cringe a little inside. Why? Because it sounds negative.

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Call Center Tips  |  Communication  |  Education & Learning  |  Employee Engagement  |  Management  |  Performance  |  Productivity  |  Tips & Tricks

Intersecting Sports and the Contact Center World

One might think that the world of sports has little to nothing in common with the contact center industry but that is not true.

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Communication  |  Sales  |  Sales Tips  |  Tips & Tricks

WII-FM...What's In It For Me?

If you break it down, every decision you make every day is guided by the question "What's in it for me?" The answer is not always about what you will get, but about how you will feel. This is one reason sales people talk about selling benefits and advantages as opposed to features.  Benefits and advantages get closer to answering the question, What's in it for me?  Often by appealing directly to an emotion.

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Communication  |  Education & Learning  |  GCS Culture  |  General  |  Leadership  |  Performance  |  Relationships With Your Customers  |  Team Building  |  Tips & Tricks

4 Traits of World Class Listening (Being an Active Listener)

We all know that listening is a important skill.  Both personally and professionally, being a good listener can make or break your success. Here are 4 tips, originally described by Dr. Jerry Bell (http://www.bellleadership.com/) to amp up your listening skills and become an active listener.

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Best Practices  |  Call Center Optimization Forum  |  Call Center Tips  |  Education & Learning  |  General  |  Marketing  |  Tips & Tricks  |  Training

Enhancing the Customer Experience [Tips for Optimizing Your Call Script]

Here are some tips in effectively engaging with potential customers in today's marketing environment. Initial dialogue and delivery techniques are crucial when engaging with a potential customer for the first time.

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Call Center Tips  |  Education & Learning  |  Employee Engagement  |  Tips & Tricks

Teaching an Old Dog New Tricks: Learning New Things in the Contact Center Industry

  Got a problem? Give Pepa a call. :) Very handsome silver toy poodle wearing headset.

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GCS Culture  |  Growth  |  Tips & Tricks

The Best Way to Give Advice

Sometimes when we offer real suggestions to others, they take it personally. They might not understand that you’re coming from a positive place. That is why you need to make sure the advice is part of a critique to make them better and not criticism to make them feel bad.

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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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Communication  |  Increase Profits  |  Marketing  |  Relationships With Your Customers  |  Sales  |  Tips & Tricks

Three Strategies for Increasing Results in the Call Center Channel

Increasing response rates are always a top focus of any channel used to reach customers. With so many channels available today, marketers often spend a lot of time trying to increase the channels of message delivery. While that is a smart path to pursue, also consider little things that can increase the response rate within each channel.

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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  |  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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BPO  |  Increase Profits  |  Management  |  Outsourcing  |  Strategic Planning  |  Tips & Tricks

Are You an Innie or an Outtie? 6 Reasons to Outsource and 1 Easy Way to Decide What to Outsource

Successful businesses lean into their differentiator to dominate the market. This is the thing that you do better than anyone else; it’s your core strength and competitive advantage. However, you can’t just focus on your strengths: your business needs to be a master in each phase of the operation. 

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Communication  |  Performance  |  Relationships With Your Customers  |  Tips & Tricks

Use Your Emotional Intelligence to Connect to Your Customers

Emotional intelligence is defined as the ability to perceive, control and evaluate a person’s emotions. As customer service representatives, possessing emotional intelligence is key in understanding and incorporating the customer’s point of view in your presentations.

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Client Relationships  |  Communication  |  GCS Culture  |  General  |  Sales Tips  |  Telephone  |  Tips & Tricks

Vampires Bite but Phones Don't [Cold Calling Tips]

At GCS, we staff hundreds of people who love to talk on the phone. They are eager to come to work and genuinely enjoy having conversations with the customers of our satisfied clients all day long. In fact, when you ask many of them why they like what they do, the generally answer by saying “Because I love to talk.”

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Best Practices  |  Call Center Tips  |  Communication  |  Employee Engagement  |  Leadership  |  Management  |  Productivity  |  Tips & Tricks

The Evil Micromanager. Or, when it's OK to Micromanage...

Micromanaging has a negative connotation associated with it. And rightly so. No one likes to have their boss breathing down their neck, making decisions for them. All employees appreciate a certain amount of autonomy in their work. It allows for ownership of their work. It allows for a more engaged employee. Don't agree? Check out the video in this post.

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Best Practices  |  Call Center Tips  |  Communication  |  Performance  |  Tips & Tricks

Improving Corporate Communications (Tips to Implement at Your Contact Center)

As part of a project for my Masters course at Gonzaga University, I recently  completed an audit on GCS’ current communication plan. This audit targeted several areas of communication at GCS including internal communication at our sites, a personal interview with a veteran manager and direct observation during meetings. Although I’d love to report that GCS is perfectly capable of delivering exceptional corporate communication across all levels, like most organizations, we do have strengths AND weaknesses.

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