Category: Performance

Posted by: Frank Camp, October 29, 2012

Tips for Collaborating in the Workplace

In his famous one-hit-wonder “Ice, Ice, Baby,” Vanilla Ice tells us to “Stop, collaborate and listen.” It’s catchy and there’s also some truth to what he’s saying. Collaboration is an important workplace practice. Whether you’re giving a supervisor your input on a new program or you’re building out a proposal for a potential new client,

call center customer service
Posted by: George Simons, October 24, 2012

Is B2B for Me?

We know customers. The majority of the interactions we make are B2C (business-to-consumer). Although we’re comfortable and confident with that type of business, GCS has the skill set and knowledge to handle multiple verticals. B2B (business-to-business) contact center environments differ from the traditional B2C side of customer interactions. Both focus on relationship management, but B2B

call center agents

The communication preferences of consumers continue to shift in America. According to the Pew Internet and American Life Project, Americans are digitally connected now more than ever. “As of September 2012, 85% of American adults have a cell phone, and 45% have a smartphone. As of early 2012, 58% have a desktop computer, 61% have

Posted by: Greg Alcorn, October 22, 2012

The Power of Partnership

At GCS we have built our business on, and are firm believers in, sustainable long-term partnership with our client. At the core of our business is a strong commitment to meeting your needs because we understand that objective is directly related to our success as a business. Many terms are used to describe companies providing

soft skills training
Posted by: George Simons, October 18, 2012

Credit Card Growth Case Study

Building a Relationship to Spur Long-Term Success in Credit Card Sales Over the years, we have had the opportunity to service our clients and exceed their expectations, even beyond what they originally anticipated. One example comes from a large US bank, seeking assistance with credit card acquisition and fulfillment. Several years ago the client sought

Category: General
Posted by: Bucky Cline, September 7, 2012

Be Willing. Be Eager. Be Both!

We hear the words “willing” and “eager” a lot when it comes to work and other tasks needing to be accomplished. There’s a difference between being “willing” to do something and being “eager” to do it and in order to be a vital member of any team or community, you should strive to exemplify both.

Category: General
contact center KPIs
Posted by: Frank Camp, September 4, 2012

The Power of Call Monitoring and Compliance

I’ve been spending some time over the past few weeks looking at the call quality monitoring feedback our clients provide. Most of the GCS team is “intimately” familiar with the amount of call quality monitoring our clients do on a monthly basis.  In some cases we monitor directly with our client, in others they have

Posted by: Laura Jollay, August 28, 2012

National College Colors Day is August 31, 2012

Show Your Spirit! Over the years, our sites have shown a loyal, and deep-rooted passion for their beloved college sports teams and many folks at GCS have participated in National College Colors Day. Well, it’s that time of year once again! This year, National College Colors Day is Friday, August 31st. Mark your calendars, folks! This is your

Category: General
Posted by: Frank Camp, August 27, 2012

Mind Your Pace & Diction

Some things in this business you can’t control, like a customer having a bad day or the weather causing a power outage. But there are many things we can control, or at least influence, including our clients’ evaluation of our performance. At GCS, we strive to be the best in everything we do. And part

Posted by: Bucky Cline, August 7, 2012

Increase the Level Of Business in Your Daily Routine

In our last employee survey we asked for ideas from our employees about how they increase our level of business performance in their daily routines.  We got some great tips! Here they are: Make every call count, make calls presentable and always assume the sale. Be consistent, be at work when scheduled and keep idle/wrap