Category: Best Practices

Posted by: Frank Camp, May 21, 2012

Leadership by Listening; Leadership & Management

When you see someone visiting your site, it is human nature to question their motive: are they a client or prospect? are they an auditor? is something important happening? Our clients use site visits to check up on their programs, but our management team takes advantage of site visits to not only check up on

Posted by: Bob Dunmire, April 2, 2012

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? So what is phishing? Phishing is a technique where scammers try to obtain personal information by creating and sending out email messages that look like legitimate business correspondence. A popular example

Yogi Berra said lots of funny, mixed up quotes. “You can’t think and hit a baseball at the same time” was one of my favorites. It sounds strange, but makes sense when you put it in the context of learning. Professional baseball players practice and drill so that instincts  take over in the millisecond they have for deciding whether to swing the bat.

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. Security should not only IT’s responsibility. Everyone is responsible for security. IT can help with

  4. Is the company compliant with laws and regulations? This includes FTC and FCC regulations, as well as local and state laws. The American Teleservices Association (ATA) has an industry, peer review standard, called the Self-Regulating Organization (SRO), that helps demonstrate such compliance.  For health related issues there are Health Insurance Portability and Accountability Act (HIPAA) requirements as well. Having

Similar to our outbound contact center initiatives we manage on behalf of our clients, for our inbound clients, there are many “moving parts” which drive the measurements our clients have for us. Some of the measurements are unique to the type of interaction we manage (i.e. a sales call versus a customer service call), but

contact center outsourcing

Have you heard of “customer noise?” In our industry, that usually means customer complaints. It occurs most frequently on outreach campaigns. At GCS, we take many precuations to avoid engaging someone who does not want to be contacted, but the situation does occasionally occur. Many customer complaints are caused because of a misunderstanding of exemptions

call center outsourcing services
Posted by: Frank Camp, August 22, 2011

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.

Contact Center staffing

As part of a project for my Masters course at Gonzaga University, I interviewed Jack Whitt, northern regional director, to discuss communication practices at GCS. Jack has been with GCS since nearly its inception and has seen the company grow over the past ten years. His experience and input was valuable to the communication audit