You’re not alone if your most recent audit shows that you are on the verge of...
...The Right Call...
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 […]
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 […]
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 […]
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 common […]
When asked “Who was the most influential person in your life growing up?” the most common answers (after “my mom” or “my dad”) are usually a teacher or a coach. At GCS, we refer to the most influential people in our CMRs’ business lives as Supervisors but, aren’t they really teachers or coaches? They work […]
As the old saying goes, “One thing that is always constant is change.” We all know that our industry is rapidly changing. From the technology we use to the clients we service, the needs of those in the business world continue to morph. Consumers continue to gain power in the communication process. One can now […]
Our clients need a hug. That’s the feeling I got at the conference in Phoenix this week. The ABIA is the industry association for insurance carriers that market through banks. Over the last two years, marketing to bank customers has gone from sky high to ground zero with almost all marketing being suspended. So, with […]
You cannot do it all. In almost every client presentation we are asked to provide a service that is NOT our core competency. GCS provides outsourced teleservices for customer sales, service and support (CSSS). Oftentimes there are fringe services that bolt on to CSSS and it makes sense to subcontract those activities through us. In […]
Billie Jean Calvert is a shift manager in our Mt. Hope facility. She recently shared with us what the past several days have been like after West Virginia was pounded with snow earlier this week due to Hurricane Sandy. Some of it has been good, some has been less than ideal but in every situation, […]
We’re told by our clients that we communicate better and more than anyone else in the industry. That’s a nice compliment and hopefully it results in longer, more fruitful relationships. Our clients like the GCS Express and really like our documentation of process, results, action items and compliance. We try to stay current with our […]