Category: Education & Learning

soft skills training

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

Posted by: Greg Alcorn, June 19, 2014

Management Candidate Program

One of the main principles at GCS is to provide opportunities to those who want them. It is our goal for all associates to enjoy working at GCS and to find it makes their lives better. That’s where our Management Candidate Program comes in. This program was started over twenty years ago and includes dozens

Posted by: Bryan Overcash, October 19, 2012

10 Reasons to Outsource with GCS

There are many reasons why someone should look to GCS as their source for outsource. Here are 10 solid reasons: We keep the customer #1. We are committed to serving as a professional extension of our client’s company to their valued customers. We perform outstanding customer service with zero defects. GCS has less than a

Posted by: Bucky Cline, August 16, 2012

Be a Resource for Others

It can be scary and stressful starting any new position, especially if you’re also new to the contact center industry. And although we have excellent training programs to arm our folks with the tools they need to be successful with customer interactions, there’s still a learning curve. To help our newest team members be the best they can

Posted by: Bucky Cline, August 7, 2012

Increase the Level Of Business in Your Daily Routine

In our last employee survey we asked for ideas from our employees about how they increase our level of business performance in their daily routines.  We got some great tips! Here they are: Make every call count, make calls presentable and always assume the sale. Be consistent, be at work when scheduled and keep idle/wrap

call center outsourcing services

The term “outsourcing” has become a scapegoat this political season. But beyond the political hype, it is important to understand the long term benefits of outsourcing. Just about every company outsources. From trash collection, to cleaning crews, to entire contact centers, no one does it all. In fact, outsourcing helps most companies remain competitive and

Posted by: Frank Camp, July 26, 2012

Campaign Director Overview

To put it in simple terms, Campaign Director is a dialing platform. It is a technology solution that allows us to do what our business model sells, to make customer contacts and help our clients manage business relationships. Primarily we make outbound contact calls to customers for our clients and take inbound calls from customers for our clients. Different platforms have

fix your call center

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

Posted by: Bucky Cline, July 5, 2012

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. Quality coaching and active monitoring greatly improves our performance and helps us see where we can grow our skills. It is easy to take someone’s advice as criticism and not as