Category: Performance

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

The conference call has become standard, operating procedure for business today. And, yet, we don’t talk enough about or train our teams on conference call etiquette and productivity; both of which are skills that can be learned by all. It just takes solid training, good leadership and a short list of guidelines that are easy to make happen.

“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

customer service week

  This is the week when we honor the work of our favorite super heroes. We know them by many names: professional problem solvers; queens of the queue; princes of patience; masters of making things right; bearers of the brand; champions of connection. As they answer even the most roundabout, complicated questions (or the same

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

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