Tips for Protecting Your Goldmine

Written by Frank Camp on April 12, 2012

Have you been considering an outreach program to your customers or prospects to tell them about your products or services but just aren’t sure about the customer experience? Good for you! In the wrong hands, that investment could disappear. What things should you consider before collaborating with an outsource contact center? What controls should they

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

Four Absolutes of Quality

Written by Greg Alcorn on August 8, 2011
call center technology

In the 1980’s, Philip Crosby came up with the Four Absolutes of Quality. We have used the Four Absolutes as the foundation for planning sessions, key decision-making and process improvement. I’m not a big fan of how Dr. Crosby originally wrote his Absolutes, so I’ll paraphrase: Conform to client’s expectations Prevention, not appraisal Zero defects

A GCS Client Services Director calls the plays…

Written by Frank Camp on November 23, 2010

Many people ask me what my role as a Client Service Director is responsible for and I liken it to being a quarter back on a football team, we set up the game, call the plays and control the field.   Client Service Directors here at GCS serve as the liaison between our Clients and our