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

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

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

Global Contact Services (GCS) Named #1 in North America by BenchmarkPortal

Written by gcsagents on May 6, 2015

Salisbury, NC, USA (April 28, 2015) Global Contact Services of Salisbury, NC placed First in the Top 100 Call Center Award for 2015 from BenchmarkPortal. BenchmarkPortal is a leader in rating and ranking contact center companies in customer service. Greg Alcorn, CEO of GCS states “This award is a pleasant surprise. We owe it to

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

Why you can’t just hire 50 more like Sara?

Written by gcsagents on March 3, 2015

I often get calls from new, growing companies trying to figure out how to grow their agent pool. They typically have started with a handful of people on the phone and are seeing success, but trying to figure out how to go from 5 to 50 with the same success. Do they continue to hire

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

Coaching Employees in the Contact Center 101

Written by Bucky Cline on July 5, 2012

In the virtual conference this week, Greg Alcorn touched on many topics relating to the how’s and why’s of coaching and communication in the contact center. Quality coaching and active monitoring greatly improves our performance and helps us see where we can grow our skills. It is easy to take someone’s advice as criticism and not as