11 Innovations Your Call Center Needs Right Now

Written by George Simons on November 25, 2015
contact center innovations

Businesses are always looking for the competitive edge. After all, in order to keep your customer base it is important to keep your product or service updated. As rapidly as technology can change, it’s imperative to also stay on top of industry trends, pushing your business to the forefront. Global Contact Services or GCS provides

Dr. Martin Luther King’s dream

Written by gcsagents on February 19, 2015

“The ultimate measure of a man is not where he stands in moments of comfort and convenience, but where he stands at times of challenge and controversy.” –Dr. Martin Luther King Jr

Principles for Leadership from Dr. Gerald Bell

Written by Bucky Cline on July 23, 2012

About two years ago our company had Dr. Gerald Bell come to speak on leadership and management strategies.  I was unable to attend his event myself, but I am consistently reminded of some of his principles (which I find very useful!). This morning, our Vice President of Human Resources, Bucky Cline, saw fit to remind

Training Emotional Intelligence Improves the Customer Experience [Empathetic Listening Skills]

Written by Greg Alcorn on January 31, 2012
call center customer service

Self-awareness, self-discipline and empathy are core components of what used to be called “character” but is now understood as something more–much more. Emotional Intelligence is an aptitude at the center of success in all aspects of human life. The emotionally adept display the ability to manage personal feelings well, and to read and deal effectively with other

Leadership Rowan [Future Perspectives] ~ September 2011 Session

Written by Holly Czuba on December 10, 2011

Back in September I participated in my first day long Leadership Rowan session.  The theme of the day was Future Perspectives.  We heard several speakers from within the community, from a local farmer talking about utilizing drip irrigation to a small business owner discussing challenges that small businesses face. We also got to tour Catawba

The Evil Micromanager. Or, when it’s OK to Micromanage…

Written by Frank Camp on August 22, 2011
call center outsourcing services

Micromanaging has a negative connotation associated with it. And rightly so. No one likes to have their boss breathing down their neck, making decisions for them. All employees appreciate a certain amount of autonomy in their work. It allows for ownership of their work. It allows for a more engaged employee. Don’t agree? Check out the video in this post.