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The conference call has become standard, operating procedure for business today. And, yet, we don’t talk enough about or train our teams on conference call etiquette and productivity; both of which are skills that can be learned by all. It just takes solid training, good leadership and a short list of guidelines that are easy to make happen.

A contact center serves as the front line for business during many interactions with the client base. An excellent call center will convey warm, caring, positive feelings, along with the information the consumer needs. An ineffective call center leads to customer dissatisfaction, cancelations, poor reviews, and lost revenues. Finding the right people takes a mix

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Posted by: gcsagents, April 21, 2015

Train-the-Trainer or SME

The pros and cons of the Direct Delivery Training Model versus the Train-the-Trainer and determining which one will work for you. Training and education are on-going needs in any industry employing customer service teams. As an outsource provider of contracted contact centers, Global Contact Services uses both Direct Delivery Training, and Train-the-Trainer programs to provide

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Posted by: gcsagents, April 14, 2015

Can you stand to sit any longer?

Sit too long and stress takes off The usual thinking is when under stress of a deadline the best choice is to just knuckle down and get it done. That could be the very thing to send your stress levels skyrocketing. Nathan Kleitman is a sleep researcher who discovered the 90 minute cycle all people

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The simple way to understand the difference between the two approaches is to know begin with the prefixes, “multi” means many, and “omni” means all. Multi channel environments utilize many different communication devices and platforms to allow for customer interaction. For instance, a company allowing consumers to call, email, write and chat is taking a

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About Call Centers Having an effective call center is essential for any business, charity, or government organization. Unfortunately, many of these organizations are slow to embrace the changes of the last 20 years, and confront their customers with long hold times, confusing and frustrating automated scripts, and impersonal communications. Because your call center is the

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Posted by: gcsagents, March 17, 2015

Changing Lanes to Win More Customers

Why you need more than a phone number and email address While having a regular postal address, phone, fax and email has been the standard for multi channel communications for years – it isn’t enough. Most customers don’t have the time to phone, don’t own a fax machine, want a faster response than a letter

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Because businesses rely so heavily on their contact centers for key support, it’s imperative they maintain a constant awareness of how the call center and individual agents are performing. By giving customers the chance to voice their own satisfaction levels with each interaction, businesses can gain valuable insight into how their call centers are performing

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I often get calls from new, growing companies trying to figure out how to grow their agent pool. They typically have started with a handful of people on the phone and are seeing success, but trying to figure out how to go from 5 to 50 with the same success. Do they continue to hire