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

Call Center Staffing Solutions

Written by gcsagents on February 20, 2015

It’s no secret that starting with good people makes a huge difference. Finding the best contact center staff for the job can be a big challenge. Mistakes here can really set back an operation. Defining the right skill sets to recruit will vary based on the needs of a center. In a contractor owned and

9 Creative Ways to Use the Phone to Deliver Your Political Message

Written by George Simons on March 12, 2012
soft skills training

I always enjoyed the scene in the 1980’s classic movie, The Blues Brothers, where Elwood and Jake strap a stolen speaker to the top of their 1974 Dodge Monaco cruiser and comb Chicago announcing their big event “…One night only, at the fabulous Palace Hotel Ballroom…” If only getting your political message out was as

Inbound Customer Engagement ~ What’s Important to Our Clients? Metrics Measured.

Written by Frank Camp on February 24, 2012

Similar to our outbound contact center initiatives we manage on behalf of our clients, for our inbound clients, there are many “moving parts” which drive the measurements our clients have for us. Some of the measurements are unique to the type of interaction we manage (i.e. a sales call versus a customer service call), but

Even Google Understands the Value of Dialog with Your Customers

Written by George Simons on September 12, 2011
call center agents

I recently read an article about Google and their roll out of contact center support of their AdWords service. The article is a reminder of how important solid customer service is and how, when done right, the experience can transform a perceived cost center into a real revenue opportunity. Previously Google used email and an

Sell Me More, Sell Me More

Written by George Simons on January 19, 2011

In the musical Grease, there is a catchy little piece entitled “Summer Nights” with the chorus sung by the Pink Ladies and the T-Birds. The girls and boys are prodding Sandy and Danny for details of their first date. The chorus to the song implores them to “ Tell me more, tell me more.“ We

Healthcare Plan Change–Good for Contact Center Industry

Written by Bryan Overcash on November 30, 2010

The Wall Street Journal (WSJ) reported last Tuesday (11/23/10) that the Obama administration has reconsidered rules regarding certain provisions of the healthcare plan passed earlier this year. Of particular interest to contact center associates is the newly proposed modification regarding low premium policies that provide limited payments for medical costs. These so-called “limited medical plans”

What will the Call Center look like in 20 years? GCS’s Technology Team Answers.

Written by Bob Dunmire on November 24, 2010

It’s always a fun exercise to imagine what your industry will look like in 20 years.   This article over at Call Center Helper does just that, asking several industry experts what they think the call center will look like in 20 years.  I’ve asked some of our Technology team to read the article and give