Contact Center Consultants
Our consulting approach focuses on the best process in all phases of the operation to give you a game plan for consistent performance at the lowest cost.
Our core business is Contact Center management and operations. We have installed more than 75 client centers. We have built more than 25 Greenfield locations. Our staff has launched thousands of programs for clients. The GCS consulting team has succeeded in various industries by using a process driven approach. When you need expert advice, you can rely on GCS.
Our unbiased consulting provides the right insight to fix your issues. Our support gives you the tools to keep your center humming along. We can help you repair an entire center or fix individual areas.
- Meeting SLAs
- Expanding Customer Experience (CSAT)
- Improving Self-Service Usage
- Scaling Your Contact Center
- Protecting Brand Identity
- Spike and Seasonal Management
- Human Capital Management
- Center Staffing
- Recruiting and Retaining Agents
- Effective Scheduling and Workforce Optimization
- Fixing a Toxic Call Center Culture
- Training, Education, and Coaching
- Agent certifications
- Finding Efficiency in the Process, Eliminate waste
- Reducing Data, Security and Regulation Risk (Disaster Preparation)
- Contact Center Design or Location (Center Consolidation)
- In-House v. Outsource Decision Making
- Technology Selection (Cloud Solutions, CRM, ACD, IVR, Recording, etc.)
- Multi- and Omni-Channel Implementation
- Compliance and Audit Improvement
- Center Strategy Advisory
- Budgeting and Cost Containment Modeling
- Vendor Selection
- Human Resource Planning
GCS doesn’t believe in pre-canned solutions. We work closely with our clients to understand all the factors at work. We observe, question, and study carefully. Then we deliver a professional response tailored to your situation.