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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

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A Guide to Surviving the Holidays

The holidays are here! Effective communication shouldn’t disappear just because family is near. Turn to these tips to survive the days, when your loved ones may tweak you in so many ways:

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Best Practices  |  Client Relationships  |  Communication  |  Management  |  Productivity  |  Uncategorized  |  soft skills training

GCS’s Quick Reference Guide to Conference Call Etiquette & Productivity

Everybody has experienced a conference call.

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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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Call Center Optimization Forum  |  GCS Culture  |  Uncategorized

Personality Testing to Build Highly Effective Call Centers

A contact center serves as the front line for business during many interactions with the client base. An excellent call center will convey warm, caring, positive feelings, along with the information the consumer needs. An ineffective call center leads to customer dissatisfaction, cancelations, poor reviews, and lost revenues.

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Train-the-Trainer or SME

Training and education are on-going needs in any industry employing customer service teams. As an outsource provider of contracted contact centers, Global Contact Services uses both Direct Delivery Training, and Train-the-Trainer programs to provide on-going development of skill and performance of our Customer Service teams. The key to helping your customer service agents grow is to determine which training method works best for your team. There are certain programs, like Direct Delivery Training and Train-the-Trainer, that cater to the right dynamic for your team. We discuss the pros and cons of each program to help you decide which method will work for you.

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Can you stand to sit any longer?

Sit too long and stress takes off The usual thinking is when under stress of a deadline the best choice is to just knuckle down and get it done. That could be the very thing to send your stress levels skyrocketing. Nathan Kleitman is a sleep researcher who discovered the 90 minute cycle all people need to move through the five stages of sleep. His study of brain cycles while awake let to his discovery of how there is a related 90 minute cycle for activity. After 90 minutes of concentrated focus, the human brain needs to recharge itself or it will rely on cortisol to begin to combat stress. Just getting up and moving for five minutes can reduce your stress levels, allow your brain to recover, and prepare you to be just as focused for the next 90 minutes of work.  

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Do you Speak my Language? The Importance of a Multilingual Contact Center

Moreover, the world has become a very small and well-connected place with the rise of the internet, making it realistic that all size organizations will deal with people from around the globe. As a result, multilingual call centers are no longer a luxury for the best funded organizations, but a necessity for public and private sector groups of any size.

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