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

Interpersonal Skills Training for Contact Center Representatives

Written by gcsagents on July 27, 2016
interpersonal skills training for contact centers

“There will always be people who are ahead of the curve, and people who are behind the curve. But knowledge moves the curve.” — Bill James   Interpersonal Skills Training for Call Center Representatives The most important technology in your call center isn’t hardware or software. It’s your people.  As the originators of technology, we

3 Call Center Soft Skills Your Representatives Need

Written by gcsagents on July 13, 2016
contact center soft skills training

As call center professionals moving forward into the Digital Age, we are keenly aware of the impact of automation on our industry. One of the biggest concerns we’ve heard is the effect automation may have on the labor pool. With lightning fast development in robotics process automation and machine learning, will customer service reps (CSRs)

3 Tips for Great Contact Center Staffing: The People Perspective

Written by gcsagents on June 1, 2016
call center staffing

Getting and keeping the right number of chairs filled is key to the bottom-line success of any contact center. Assembling the ideal number of staff to meet SLAs while not over spending is heavily dependent on forecasting. The more accurate the forecast, the more cost-effective staffing levels will be. A baseline contact center staffing plan

Paratransit Call Center Case Study

Written by gcsagents on April 15, 2016
p3 paratransit center

How GCS Turned an Ailing Paratransit Call Center into a Platform for P3 Best Practices   It’s no secret that public-private partnerships (P3) can result in game changing performances. These allegiances build our cities and towns, create and extend vital services to the citizenry, and benefit society in uncountable ways. Private sector support can mean

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

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,

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

Back to Work Time at GCS!

Written by Greg Alcorn on April 28, 2014
Contact Center consulting

Starting next month, GCS will be deploying resources (that’s a fancy word for people) to go to Chicago for a three month call center consulting engagement.  Our client awarded GCS the consulting project to assess their multiple call center locations to see if there are ways to improve their performance. This project will require a