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

How to Develop a Contact Center Improvement Plan

Written by gcsagents on January 19, 2017
contact center improvement tools

How a 10-Point Improvement Tool Can Reshape Your Contact Center   “We shape our tools and afterwards our tools shape us.”                                                                                                                               Marshall McLuhan It’s true, the right tools make any job easier. It’s also true our tools must evolve to keep pace with a changing world. That’s especially true in the contact center as

Call Center Outsourcing Services: How to Choose the Right Contact Center Vendor

Written by gcsagents on December 8, 2016
call center outsourcing services

Choosing the right call center vendor is one of the most important decisions your business can make. The ability to work within your budget and schedule is an absolute starting point. There are additional considerations you need to cover when choosing a contact center vendor. Selecting the right center outsourcer will have numerous positive consequences

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

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

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

Contact Center Workforce Optimization & Management

Written by George Simons on January 27, 2016

Achieving the best customer satisfaction while minimizing costs comes with having key data that helps you see and understand how to manage your workforce. Workforce optimization is about more than just collecting data—it’s also about understanding what the data means for your customers and your staff. Although software can give you the hard numbers, the

9 Ways to Fix Your Call Center

Written by George Simons on October 21, 2015
fix your call center

No matter what type of business you’re running, it’s important to give customers the best experience concerning your product or service. This is especially true for call centers. They are often the heart of a company due to their direct contact with the customer. Global Contact Services (GCS) has been managing call centers for our

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