Category: Contact Center Consulting

Posted by: gcsagents, December 4, 2017

Dynamic, Voice Variety

First, a short language lesson – the word ‘monotone’ which means a continuous, droning, and unchanging tone comes from the Greek word monotonia – meaning “one tone”. That word is also the root from which we get the word ‘monotonous’ – meaning dull and tedious. And that’s no coincidence. It’s no secret that the monotone voice

Our thoughts and prayers go out to the millions of American families impacted by Hurricane Harvey and Hurricane Irma over the last several weeks. We know that this is just the beginning of the recovery and restoration effort. Whether we are preparing for more hurricanes to come or winter weather slowing approaching, safety is absolutely

“So, what are real solutions in this business? What game plans, tools, and strategies exist for business leaders to manage real challenges? We need best-in-the-world resources to:

manage communication
take on human resource struggles
keep costs down.

It takes real solutions to find the talent, resources, and strategies to control these challenges.”

contact center improvement

                  “You will never reach your destination if you throw stones at every dog that barks.” — Sir Winston Churchill   As history shows, Winston Churchill was right when he warned against the dangers of distraction. And as those of us in this industry know all too well, it’s very easy for center management to

contact center benchmarking
Posted by: gcsagents, February 4, 2017

Top Contact Center Industry Benchmarks

“If you know the enemy and know yourself, you need not fear the results of a hundred battles.” – Sun Tzu One of the most effective ways to determine how your contact center’s performance stacks up against other providers in your industry is to benchmark. Many enterprises are satisfied when their contact center meets goals

contact center improvement tools

How a 10-Point Improvement Tool Can Reshape Your Contact Center   “We shape our tools and afterwards our tools shape us.”                                                                                                                               Marshall McLuhan It’s true, the right tools make any job easier. It’s also true our tools must evolve to keep pace with a changing world. That’s especially true in the contact center as

contact cneter Trends 2017

A new year means new possibilities.  Since your looking to improve your contact center this year, let’s examine the trends driving our industry now. Here are some “hot button” issues that forward-thinking contact center professionals will be facing in the next few years. First, the very good news for the industry at-large: we are growing.

Trends toward outsourcing contact centers will gain momentum in 2017. In fact, one of our projects for this year is to combine 4 dispersed centers into one command center for our client. If you are considering reshoring, outsourcing or consolidating centers, now is the time to begin thinking about how we use outcomes and evidence

call center outsourcing services

Choosing the right call center vendor is one of the most important decisions your business can make. The ability to work within your budget and schedule is an absolute starting point. There are additional considerations you need to cover when choosing a contact center vendor. Selecting the right center outsourcer will have numerous positive consequences

contact center roi

As a contact center outsourcer and consultant, we’ve responded to countless requests for information (RFI). The issues that come up in these RFIs range from easy to complex. The most difficult ones require a seasoned contact center team to answer. We’ve picked 16 of the tougher questions and ROI-proven approaches that a worthy consultant should