Category: Innovation

Businesses wanting to outsource interaction center and BPO processes face a complex set of decisions as they design an approach to customer care and communication. Once a business has decided to outsource portions of their business, they must choose whether to use a domestic, near-shore or off-shore BPO provider. Each of these options has there

contact center consultants

I’m worried about the next generation of managers. Of course, that’s what my parents said thirty years ago. Thirty years ago, leadership programs and management principles were centered around case studies and round table discussions. Today, we Google it. Our contact centers are hours, time zones and oceans apart from one another. Yet, we expect to have

Category: Innovation, Outsourcing
contact center consultants

Recently I attended my first outsourcing road show which was designed for buyers and providers of Outsourcing Services to openly discuss current challenges. Although a percentage of the road show was focused on unique challenges to the IT/application development space, most topics were very applicable to contact center outsourcing as well. This full-day event was

At the end of July, GCS is going to be celebrating it’s 10 year anniversary.  In honor of such an accomplishment, especially in an environment that is seeing many businesses fail, we’re going to be providing some historical perspectives on our growth and changes in the industry over the next several weeks. Two years ago,