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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  |  Communication  |  Contact Center Consulting  |  Training

Soft Skills Training Tips for Exceptional Customer Service

What makes soft skills so hard to master? For contact center managers and supervisors, teaching adults in the workplace to relate more effectively and consistently to their customers and colleagues can feel like herding cats. Of course, it just feels that way -- soft skills can be learned, reinforced, and continually refined. As customer service experts, the development of soft skills is central to our ability to consistently meet our client’s service levels. That is why soft skills training is emphasized at GCS. Today we’re going to look into why soft skills training can be so challenging, and offer some practical advice for managers on how to train your trainers and staff.

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

9 Ways to Fix Your Call Center

"9 Ways To Fix Your Call Center"

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Outsourcing Guide

Subscribe to our blog and get this free guide

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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Careers  |  Education & Learning  |  Employee Engagement  |  GCS Culture  |  Growth  |  Hiring  |  In Our Centers  |  Management  |  Team Building  |  Training

Be a Resource for Others

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Best Practices  |  Compliance  |  Customer Service  |  Performance  |  Training

Capital One's Non-Compliant Marketing Strategies and The Consumer Financial Protection Bureau (CFPB)

It Pays to Be Compliant What can you do with $210 million? Yes, it is a lot of money and there are probably 210 million ways you imagine spending it. Are regulatory fees and shelling out refunds on that list? Probably not. But that’s exactly what the Consumer Financial Protection Bureau is making Capital One Banking do for its marketing practices. The CFPB alleges Capital One tricked its credit card customers into purchasing add-on services.

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Communication  |  Education & Learning  |  Performance  |  Training

Coaching Employees in the Contact Center 101

In the virtual conference this week, Greg Alcorn touched on many topics relating to the how’s and why’s of coaching and communication in the contact center.

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Communication  |  Education & Learning  |  Employee Engagement  |  Expressed Interest  |  Leadership  |  Management  |  Star Principles  |  Training  |  Webinar

Be A Coach, not a Supervisor.

We certainly did not know exactly what to expect with the CMRxchange webinar. Holly Czuba, George Simons and I accepted the offer to present a live session on coaching, communication and collaboration to an online audience of contact center professionals.

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