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

Top Contact Center Industry Benchmarks

Written by gcsagents on February 4, 2017
contact center benchmarking

“If you know the enemy and know yourself, you need not fear the results of a hundred battles.” – Sun Tzu One of the most effective ways to determine how your contact center’s performance stacks up against other providers in your industry is to benchmark. Many enterprises are satisfied when their contact center meets goals

How to Develop a Contact Center Improvement Plan

Written by gcsagents on January 19, 2017
contact center improvement tools

How a 10-Point Improvement Tool Can Reshape Your Contact Center   “We shape our tools and afterwards our tools shape us.”                                                                                                                               Marshall McLuhan It’s true, the right tools make any job easier. It’s also true our tools must evolve to keep pace with a changing world. That’s especially true in the contact center as

Five Contact Center Trends to Follow in 2017

Written by gcsagents on January 4, 2017
contact cneter Trends 2017

A new year means new possibilities.  Since your looking to improve your contact center this year, let’s examine the trends driving our industry now. Here are some “hot button” issues that forward-thinking contact center professionals will be facing in the next few years. First, the very good news for the industry at-large: we are growing.

16 ROI-Proven Ways a Consultant Can Help Your Call Center

Written by gcsagents on November 11, 2016
contact center roi

As a contact center outsourcer and consultant, we’ve responded to countless requests for information (RFI). The issues that come up in these RFIs range from easy to complex. The most difficult ones require a seasoned contact center team to answer. We’ve picked 16 of the tougher questions and ROI-proven approaches that a worthy consultant should

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

Exposing the Super Heroes in Your Contact Center

Written by gcsagents on September 20, 2016
customer service week

  This is the week when we honor the work of our favorite super heroes. We know them by many names: professional problem solvers; queens of the queue; princes of patience; masters of making things right; bearers of the brand; champions of connection. As they answer even the most roundabout, complicated questions (or the same

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

How Does Your Contact Center Vendor Measure Up?

Written by gcsagents on August 17, 2016

Companies that outsource their contact center and back office functions need a strong vendor management program to properly locate and manage the right vendor partner in a crowded and chaotic competitive field. Companies that are looking for outside vendors to take over an existing center relationship or move an in-house center to the outside are

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