Category: Performance

soft skills training

What makes soft skills so hard to master ? For contact center managers and supervisors, teaching adults in the workplace to relate more effectively and consistently to their customers and colleagues can feel like herding cats. Of course, it just feels that way — soft skills can be learned, reinforced, and continually refined. As customer

call center staffing

Getting and keeping the right number of chairs filled is key to the bottom-line success of any contact center. Assembling the ideal number of staff to meet SLAs while not over spending is heavily dependent on forecasting. The more accurate the forecast, the more cost-effective staffing levels will be. A baseline contact center staffing plan

contact center KPIs

At Global Contact Services, we believe the combination of technology, augmented with a personal, human touch, will lead to the best results for your contact center. In order to achieve the right balance of technology and a human touch, your contact center needs to track important key performance indicators (KPIs). You must also have the

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,

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

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

Posted by: Greg Alcorn, August 2, 2014

Kids say the darndest things…

…and so do adults.  Back in the 1960’s, Art Linkletter had a variety show that included interviews with children.  When a child said something unexpected, Linkletter would say his then famous line – Kids say the darndest things.  We’re not sure if “darndest” was or is a word, but everybody understood. One of our current

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

Posted by: Greg Alcorn, May 29, 2014

Generational Communication

Guest Post by Eleanor Alcorn Our company, Global Contact Services (GCS), attended the SOCAP conference held here in North Carolina last month. The event featured many keynote speakers, workshops, discussions and presentations focused on customer care professionals. One of the guest speakers at the event, Garrison Wynn, a noted motivational speaker and humorist, had a