Category: Inside a Contact Center

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.

contact center vendor

From 35,000 feet, contact center vendors look very similar. The baseline questions used to sort out the duds from the potential stars are pretty much the same ones you’d ask any one of your supply chain vendors. But when your vendor is interacting directly with your customers on behalf of your company, those questions should

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

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

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

Posted by: Greg Alcorn, August 18, 2012

The Ebb and Flow of Workload

I like August for 134 reasons. Not because it feels like 134 degrees in Yuma, but because we hired 134 associates in the first week of August. Business is growing again and we can help our clients and help our communities by being  able to provide good, steady employment. The challenge in our industry is to be able to