Category: Call Center Tips

contact center consultant

When your contact center is in need of an overhaul, it can be tempting to let your department heads and managers take over the repair process. Overseeing a complex internal “rip and replace” of a contact center can drain human and financial resources while risking failure.  Although fail-fast is a big buzzword in management strategy

Companies that outsource their contact center and back office functions need a strong vendor management program to properly locate and manage the right vendor partner in a crowded and chaotic competitive field. Companies that are looking for outside vendors to take over an existing center relationship or move an in-house center to the outside are

interpersonal skills training for contact centers

“There will always be people who are ahead of the curve, and people who are behind the curve. But knowledge moves the curve.” — Bill James   Interpersonal Skills Training for Call Center Representatives The most important technology in your call center isn’t hardware or software. It’s your people.  As the originators of technology, we

contact center soft skills training

As call center professionals moving forward into the Digital Age, we are keenly aware of the impact of automation on our industry. One of the biggest concerns we’ve heard is the effect automation may have on the labor pool. With lightning fast development in robotics process automation and machine learning, will customer service reps (CSRs)

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

call center staffing

Getting and keeping the right number of chairs filled is key to the bottom-line success of any contact center. Assembling the ideal number of staff to meet SLAs while not over spending is heavily dependent on forecasting. The more accurate the forecast, the more cost-effective staffing levels will be. A baseline contact center staffing plan

p3 paratransit center
Posted by: gcsagents, April 15, 2016

Paratransit Call Center Case Study

How GCS Turned an Ailing Paratransit Call Center into a Platform for P3 Best Practices   It’s no secret that public-private partnerships (P3) can result in game changing performances. These allegiances build our cities and towns, create and extend vital services to the citizenry, and benefit society in uncountable ways. Private sector support can mean

Achieving the best customer satisfaction while minimizing costs comes with having key data that helps you see and understand how to manage your workforce. Workforce optimization is about more than just collecting data—it’s also about understanding what the data means for your customers and your staff. Although software can give you the hard numbers, the

contact center KPIs

At Global Contact Services, we believe the combination of technology, augmented with a personal, human touch, will lead to the best results for your contact center. In order to achieve the right balance of technology and a human touch, your contact center needs to track important key performance indicators (KPIs). You must also have the

contact center innovations

Businesses are always looking for the competitive edge. After all, in order to keep your customer base it is important to keep your product or service updated. As rapidly as technology can change, it’s imperative to also stay on top of industry trends, pushing your business to the forefront. Global Contact Services or GCS provides