Category: Performance

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

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