Category: Communication

fix your call center

Emotional intelligence is defined as the ability to perceive, control and evaluate a person’s emotions. As customer service representatives, possessing emotional intelligence is key in understanding and incorporating the customer’s point of view in your presentations. There are four ways to navigate through your customer’s emotions: Perceiving emotion. You can’t physically see your customer so you

contact center outsourcing

Have you heard of “customer noise?” In our industry, that usually means customer complaints. It occurs most frequently on outreach campaigns. At GCS, we take many precuations to avoid engaging someone who does not want to be contacted, but the situation does occasionally occur. Many customer complaints are caused because of a misunderstanding of exemptions

Posted by: Frank Camp, January 6, 2012

The 3 Biggest Mistakes in Membership Marketing

Are you in charge of fundraising for your non-profit organization?  Do you have a comprehensive outreach marketing plan in place or are you looking to start such a program.  Before you do so, read about the 3 Biggest Mistakes made in Membership Marketing. Not being relevant ~ What’s one of the worst things about marketing?

Posted by: Greg Alcorn, December 23, 2011

Ally is Right up my Alley

Have you seen the new commercials from Ally Bank. It  is right up my alley. I believe the best customer service is when common sense is the common ground.  The challenge in the outsourcing world is balancing structure with personality.  You can tell when scripting and compliance trump friendly service. When defining delivery of your

contact center KPIs

Our business has changed recently. We are winning and growing more customer service and business process outsourcing (BPO) programs and refining our outbound programs to be more customer friendly. I wrote last week about a major retailer that contracted with us to take supply orders by phone and post those requests to their order entry

call center agents

I recently read an article about Google and their roll out of contact center support of their AdWords service. The article is a reminder of how important solid customer service is and how, when done right, the experience can transform a perceived cost center into a real revenue opportunity. Previously Google used email and an

Posted by: Holly Czuba, August 24, 2011

Leadership Rowan ~ Simulated Society ~ Lessons Learned

I’ve had the good fortune to be provided with the opportunity to take part in a year long leadership class.  Leadership Rowan is  designed to prepare individuals to assume leadership roles in the county and to further enhance the abilities of existing leaders.  One day each month from September to May we will meet at