Category: Strategic Planning

Our thoughts and prayers go out to the millions of American families impacted by Hurricane Harvey and Hurricane Irma over the last several weeks. We know that this is just the beginning of the recovery and restoration effort. Whether we are preparing for more hurricanes to come or winter weather slowing approaching, safety is absolutely

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, November 6, 2012

Global eConnect

You cannot do it all. In almost every client presentation we are asked to provide a service that is NOT our core competency. GCS provides outsourced teleservices for customer sales, service and support (CSSS). Oftentimes there are fringe services that bolt on to CSSS and it makes sense to subcontract those activities through us. In

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 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

contact center KPIs

Are you having trouble deciding what your company should outsource?  Here’s one really quick way to decide. Decide What Functions Your Company Should Outsource 10 minutes will help you decide what business functions to outsource.  Make a list of your business functions. Reorder your list of business functions in order of “Most Critical“.  (i.e. Item number 1

The tension and excitement in the air are palpable this morning after the supreme court’s decision to uphold what many call “Obamacare”.  President Obama’s landmark health care reform bill has a number of stipulations. Among the most discussed: Everyone must buy health insurance Insurance companies may not deny coverage based on pre-existing conditions Children up

contact center consultants

I’m worried about the next generation of managers. Of course, that’s what my parents said thirty years ago. Thirty years ago, leadership programs and management principles were centered around case studies and round table discussions. Today, we Google it. Our contact centers are hours, time zones and oceans apart from one another. Yet, we expect to have