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 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.

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

Soft Skills Training Tips for Exceptional Customer Service

Written by gcsagents on June 29, 2016
soft skills training

What makes soft skills so hard to master ? For contact center managers and supervisors, teaching adults in the workplace to relate more effectively and consistently to their customers and colleagues can feel like herding cats. Of course, it just feels that way — soft skills can be learned, reinforced, and continually refined. As customer

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

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

Can you stand to sit any longer?

Written by gcsagents on April 14, 2015

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

Call Center Consulting

Written by gcsagents on February 24, 2015
contact center consulting services

Sometimes you need help to develop the right plan or process for reaching the goals of your Contact Center. Consider working with a contact center consulting services that will develop result-oriented solutions for the various challenges you face. A consulting team will focus on finding the root cause of your frustration and present the information,