<img alt="" src="https://secure.rime8lope.com/156671.png" style="display:none;">

George Simons

Client Development and Communications- George is responsible for overseeing all the company business development activities and communications. He brings more than 20 years of marketing and customer service experience in the service and manufacturing sectors. He enjoys bringing clients and GCS resources together to provide solutions for their contact center and back office needs.

George is passionate about customer service. He and Greg Alcorn, CEO promote the use of Soft Skills and Empathy in developing better communication that improves customer satisfaction and performance. This includes the creation of the on-line training program, Say This. Not That, Most of the time.™

Articles By George Simons

Clutch Reveals GCS as One of the Leading New York City B2B Companies for 2019

The reach of technology seemingly extends everywhere these days, and the customer service industry is no different. As communication evolves and adapts to new technologies, GCS Agents provides an unbeatable combination of timely customer contact, unparalleled customer support and technology that works. Our team’s commitment to ensuring that every client and business that we work with experiences optimal results has made us a force to be reckoned with in the business services world. We are pleased that our efforts have been confirmed by our recent inclusion in Clutch’s 2019 report on the top B2B firms in New York City. It is a credit to our people to be recognized as one of the best call center companies in the city.

Read More

Using Call Coaching Training to Improve Call Center Operations

Call coaching is one of the most powerful tools in your call center operations management toolkit. You can take all the performance measurements and analytics you want, but if you aren’t actively coaching your staff to be better, you can’t be surprised when they miss the mark. Your agents will be more engaged and more effective when you take the time to help them improve, instead of demanding results and not explaining how to get there.

Read More

How to Be a Better Call Center Agent: 4 Things to Improve

Being a customer service agent can be hard work. While helping customers all day is not often a hard task, it does take a special person to do it well. While many customers your agents encounter in a given day are simply looking for information, others will have a problem or an issue that needs to be resolved. Your agents need to have the personality and training to be the customer advocate. They need to be able to remain calm in the face of conflict, empathetic in the face of anger, and friendly even when your customers aren’t making it easy. Choosing the right people to work on your behalf is essential – but it’s not the only challenge.

Read More