Contact Center Best Practices: 10 Areas of Focus

Written by gcsagents on February 15, 2017
contact center improvement

                  “You will never reach your destination if you throw stones at every dog that barks.” — Sir Winston Churchill   As history shows, Winston Churchill was right when he warned against the dangers of distraction. And as those of us in this industry know all too well, it’s very easy for center management to

Five Things to Ask a Contact Center Vendor Before Hiring Them

Written by gcsagents on October 13, 2016
contact center vendor

From 35,000 feet, contact center vendors look very similar. The baseline questions used to sort out the duds from the potential stars are pretty much the same ones you’d ask any one of your supply chain vendors. But when your vendor is interacting directly with your customers on behalf of your company, those questions should

Five Ways A Consultant Can Help Fix Your Contact Center

Written by gcsagents on September 9, 2016
contact center consultant

When your contact center is in need of an overhaul, it can be tempting to let your department heads and managers take over the repair process. Overseeing a complex internal “rip and replace” of a contact center can drain human and financial resources while risking failure.  Although fail-fast is a big buzzword in management strategy

The 3 Part Formula for Contact Center Success

Written by gcsagents on December 18, 2015
contact center KPIs

At Global Contact Services, we believe the combination of technology, augmented with a personal, human touch, will lead to the best results for your contact center. In order to achieve the right balance of technology and a human touch, your contact center needs to track important key performance indicators (KPIs). You must also have the

11 Innovations Your Call Center Needs Right Now

Written by George Simons on November 25, 2015
contact center innovations

Businesses are always looking for the competitive edge. After all, in order to keep your customer base it is important to keep your product or service updated. As rapidly as technology can change, it’s imperative to also stay on top of industry trends, pushing your business to the forefront. Global Contact Services or GCS provides

Thanks For Giving

Written by gcsagents on July 15, 2015

Thanksgiving is a holiday started by the pioneers and settlers of our country along with our Native Americans. They took pause to join together and give thanks for what God had provided them. It took initiative and coordination to establish this tradition. As the country slowly recovers from a recession and high unemployment, more and

Hiring for Effective Customer Service in the Contact Center

Written by gcsagents on April 28, 2015

Hiring for Effective Customer Service in the Contact Center Good customer service begins with the people providing it. For many businesses, this means the call center employees tasked with handling daily call volumes. But recruiting and retaining the best contact center professionals can be difficult, especially with so many businesses and government agencies competing for

9 Tips to Get Better at Selling Anything

Written by George Simons on July 12, 2012

 Information from Openforum.com, originally posted on June 13, 2012 According to American Express’ own blog, Open Forum, here are 9 tips on how you can get better at selling to the customer: Treat every call like an experiment. Doing this can help you visualize the results and execute the call more successfully. Disregard the skills

5 Benefits to Outsourcing Your Contact Center

Written by Frank Camp on April 11, 2012

For businesses spanning all ranges of products and services, outsourcing works. A major area in which it works quite effectively is the two-way communication between your business and your customer contacts. Although there are other reasons for this type of outsourcing, here are five major reasons why contact center outsourcing works so effectively: 1. Cost