Category: General

Category: General
contact center consultants

I will have the pleasure of attending the 2012 DMA (Direct Marketer’s Association) convention in Las Vegas, Nevada, October 15th and 16th.  This is a huge event with over 10,000 marketers attending across all industries.   The event also has hundreds of exhibitors as well spanning from ad agencies to email marketing agencies and fulfillment services. Attendees include: American Express, Nissan,

Category: General
Posted by: Greg Alcorn, December 12, 2014

Make ‘em cry

Emotion Plays a Key Role in the Customer Experience You know that moment in the movie where the unexpected emotional moment occurs and tears of joy flow in the audience.  The scene tugs at your heart string.  Why, because everything came together in the production.  Acting, directing, writing…. Everything reaches that climactic point through lots

Category: General
Posted by: Greg Alcorn, November 4, 2014

Suspects to Prospects to Clients

Here’s an update on our sales and marketing activities.  Over three months, we are attending five major conferences that have connections with call center services.  At these conferences we have a booth for attendees to drop by, we advertise in their programs and we even presented at one conference. Here are the conferences:  Utility Call

Every year, the Puerto Rican Day parade and celebration causes many streets and pathways leading to our GCS offices to close.  To avoid problems in today’s routine, it is important to look out for those past disturbances caused by an annual event. Often in the first year of a contract, GCS has to rely on

Category: General

On April 27-30, Global Contact Services (GCS) attended the Society of Consumer Affairs Professionals (SOCAP) 2014 Symposium in Charlotte, North Carolina. The event featured keynote speakers, best practices discussions and workshops geared towards customer care professionals in the Consumer Packaged Goods, Retail and Direct Sale, Healthcare, Hospitality, Travel & Tourism and Automotive industries. As a

Category: General
call center agents
Posted by: Greg Alcorn, April 11, 2014

Sales Strategy Session

We’ll be seeing the end of 2012 and the beginning of 2013 before we know it. Now is the time to talk about 2013 goals and what it’s going to take to make those happen. The sales and marketing teams participated in a Sales Strategy Session this week. It was a two-hour long meeting that

Category: General

You’re not alone if your most recent audit shows that you are on the verge of not meeting your budget. Where do you start your analysis? Why are your costs over budget? Managing a contact center operation successfully requires the most up-to-date knowledge, a wide range of diverse skills and a team of dedicated professionals

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

Category: General
Posted by: Bucky Cline, November 2, 2012

Sandy’s Snowstorm Brings Families Together, at Home and Work

Billie Jean Calvert is a shift manager in our Mt. Hope facility. She recently shared with us what the past several days have been like after West Virginia was pounded with snow earlier this week due to Hurricane Sandy. Some of it has been good, some has been less than ideal but in every situation,

Category: General
Posted by: Bucky Cline, November 2, 2012

Meet Jason Sterns

We are excited to introduce you to Jason Sterns. As vice president of new business development, Jason will be instrumental in making valuable contacts for GCS, generating new clients and helping GCS to secure an ever larger presence in the marketplace. Let’s get to know the newest member of our sales team a little better…