Category: Call Center Tips

Hiring for Effective Customer Service in the Contact Center Good customer service begins with the people providing it. For many businesses, this means the call center employees tasked with handling daily call volumes. But recruiting and retaining the best contact center professionals can be difficult, especially with so many businesses and government agencies competing for

Posted by: Greg Alcorn, August 2, 2014

Kids say the darndest things…

…and so do adults.  Back in the 1960’s, Art Linkletter had a variety show that included interviews with children.  When a child said something unexpected, Linkletter would say his then famous line – Kids say the darndest things.  We’re not sure if “darndest” was or is a word, but everybody understood. One of our current

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

In today’s society, safety and effective communication in emergency situations is proving to be more and more important. Intercede Services, a software company owned by a father of a GCS employee, has recently launched a new emergency incident reporting technology called iAlert. The product was launched in response to growing concerns regarding the safety of

Category: Call Center Tips

The other day, I read an article that claimed “omni-channel” is just a buzzword word that means the same thing as “multi-channel.” I couldn’t disagree more. Omni-channel contact centers represent a major step in the evolution of customer service. Look at the history of customer contact. The very first call centers were just that: call

So, you’ve completed the process of determining you need a new contact center, and have the buy-in from upper management to proceed with the project. Now it is time to select a vendor to help you get there, but selecting the right one is an important decision not to be taken lightly since they are

Category: Call Center Tips

Because of our background in owning and managing centers, we often get a consulting contract to help a client improve or revamp their contact center process.  We’ve engaged in consulting projects all over the world.   Recently we submitted a proposal for a city college system in a major metro area to help them consolidate seven

When asked “Who was the most influential person in your life growing up?” the most common answers (after “my mom” or “my dad”) are usually a teacher or a coach. At GCS, we refer to the most influential people in our CMRs’ business lives as Supervisors but, aren’t they really teachers or coaches? They work