If We Go, We Show

Written by Greg Alcorn on May 19, 2014
call center technology

Global Contact Services (GCS) is staying very aggressive in putting themselves top of mind and seeking new opportunities in the contact center solutions marketplace. Externally, the GCS sales and marketing team is spending a considerable amount of time introducing GCS to purchasers of contact center outsourced services and advisory services, which has driven our internal

GCS Discovers SOCAP 2014 Symposium

Written by George Simons on May 8, 2014

On April 27-30, Global Contact Services (GCS) attended the Society of Consumer Affairs Professionals (SOCAP) 2014 Symposium in Charlotte, North Carolina. The event featured keynote speakers, best practices discussions and workshops geared towards customer care professionals in the Consumer Packaged Goods, Retail and Direct Sale, Healthcare, Hospitality, Travel & Tourism and Automotive industries. As a

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

How to Write a Contact Center RFP

Written by George Simons on March 11, 2014

So, you’ve completed the process of determining you need a new contact center, and have the buy-in from upper management to proceed with the project. Now it is time to select a vendor to help you get there, but selecting the right one is an important decision not to be taken lightly since they are

3 Reasons Your In-House Contact Center Costs Are Out of Whack

Written by George Simons on February 24, 2014

You’re not alone if your most recent audit shows that you are on the verge of not meeting your budget. Where do you start your analysis? Why are your costs over budget? Managing a contact center operation successfully requires the most up-to-date knowledge, a wide range of diverse skills and a team of dedicated professionals

Have You Considered Call Center Consulting?

Written by Greg Alcorn on February 12, 2014

Because of our background in owning and managing centers, we often get a consulting contract to help a client improve or revamp their contact center process.  We’ve engaged in consulting projects all over the world.   Recently we submitted a proposal for a city college system in a major metro area to help them consolidate seven

3 Signs It’s Time to Manage Your Social Customer Care from the Contact Center

Written by George Simons on February 6, 2014
contact center outsourcing

Expectations for social customer care are growing as more consumers are getting comfortable with online tools and technologies. It has been reported that number of social media customer service requests will increase by 37% this year. Consumer adoption of Social Media for customer service continues to grow at great speed. In anticipation of the increasing

The Value of a Smile and a Wave (over the phone)

Written by Greg Alcorn on January 23, 2014

  About five blocks from one of our client sites in New York City, on the corner of 28th St and 39th Ave, there is an elementary school.  Every school morning, a crossing guard positions herself on that corner to provide traffic control and safe passage for the students. Her duty is one that is

Credit Card Growth Case Study

Written by George Simons on October 18, 2012
soft skills training

Building a Relationship to Spur Long-Term Success in Credit Card Sales Over the years, we have had the opportunity to service our clients and exceed their expectations, even beyond what they originally anticipated. One example comes from a large US bank, seeking assistance with credit card acquisition and fulfillment. Several years ago the client sought

9 Tips to Get Better at Selling Anything

Written by George Simons on July 12, 2012

 Information from Openforum.com, originally posted on June 13, 2012 According to American Express’ own blog, Open Forum, here are 9 tips on how you can get better at selling to the customer: Treat every call like an experiment. Doing this can help you visualize the results and execute the call more successfully. Disregard the skills