Category: Communication

Posted by: Frank Camp, April 11, 2012

5 Benefits to Outsourcing Your Contact Center

For businesses spanning all ranges of products and services, outsourcing works. A major area in which it works quite effectively is the two-way communication between your business and your customer contacts. Although there are other reasons for this type of outsourcing, here are five major reasons why contact center outsourcing works so effectively: 1. Cost

Yogi Berra said lots of funny, mixed up quotes. “You can’t think and hit a baseball at the same time” was one of my favorites. It sounds strange, but makes sense when you put it in the context of learning. Professional baseball players practice and drill so that instincts  take over in the millisecond they have for deciding whether to swing the bat.

contact center consultants
Posted by: Greg Alcorn, March 23, 2012

Co-workers are Customers Too

In our industry, we’re taught you should do everything you can to make sure we do everything the client wishes to treat the customer well. The same can and should be said for the way you interact with your co-workers, too. What if Susie points out a mistake during your monitoring session? Do you get defensive or do you accept the critique in order

soft skills training

I always enjoyed the scene in the 1980’s classic movie, The Blues Brothers, where Elwood and Jake strap a stolen speaker to the top of their 1974 Dodge Monaco cruiser and comb Chicago announcing their big event “…One night only, at the fabulous Palace Hotel Ballroom…” If only getting your political message out was as

Increasing response rates are always a top focus of any channel used to reach customers. With so many channels available today, marketers often spend a lot of time trying to increase the channels of message delivery. While that is a smart path to pursue, also consider little things that can increase the response rate within each

  4. Is the company compliant with laws and regulations? This includes FTC and FCC regulations, as well as local and state laws. The American Teleservices Association (ATA) has an industry, peer review standard, called the Self-Regulating Organization (SRO), that helps demonstrate such compliance.  For health related issues there are Health Insurance Portability and Accountability Act (HIPAA) requirements as well. Having

Similar to our outbound contact center initiatives we manage on behalf of our clients, for our inbound clients, there are many “moving parts” which drive the measurements our clients have for us. Some of the measurements are unique to the type of interaction we manage (i.e. a sales call versus a customer service call), but

Posted by: Greg Alcorn, February 17, 2012

6 Degrees of Kevin Bacon

Everybody is connected to the actor, Kevin Bacon. You may be familiar with the “six degrees of separation” theory that says it takes just six personal associations to reach anyone in the United States. For example, I know someone, who knows someone I don’t know, who knows someone else, who knows someone, who knows Kevin

I recently began a seminar series over at the local community college talking about online marketing.  I’ve been working on websites and in the online marketing industry since 2003 and I’ve been working at GCS since July 2009. There has been a monumental shift in marketing with the rise of both social media sites and