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Management Candidate Program

One of the main principles at GCS is to provide opportunities to those who want them. It is our goal for all associates to enjoy working at GCS and to find it makes their lives better. That’s where our Management Candidate Program comes in. This program was started over twenty years ago and includes dozens […]

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Communication in Emergency Situations

In today’s society, safety and effective communication in emergency situations is proving to be more and more important. Intercede Services, a software company owned by a father of a GCS employee, has recently launched a new emergency incident reporting technology called iAlert. The product was launched in response to growing concerns regarding the safety of […]

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Three Reasons Omni-channel Outperforms Multi-channel

The other day, I read an article that claimed “omni-channel” is just a buzzword word that means the same thing as “multi-channel.” I couldn’t disagree more. Omni-channel contact centers represent a major step in the evolution of customer service. Look at the history of customer contact. The very first call centers were just that: call […]

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How to Write a Contact Center RFP

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 […]

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Have You Considered Call Center Consulting?

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 […]

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Coaches are Just Teachers Trying to Help Us Win

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 […]

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Marketing to bank customers has gone from sky high to ground zero…

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 […]

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Global eConnect

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 […]

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Keeping Customer Service Available During Natural Disasters

Minimize damage to your call center operations in the face of disaster With Hurricane Sandy on everyone’s mind we would like to take a moment to provide some helpful information on disaster preparation from a contact center standpoint. Safety is everyone’s first concern, both for employees and customers, and an abundance of resources exist to […]

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Tips for Collaborating in the Workplace

In his famous one-hit-wonder “Ice, Ice, Baby,” Vanilla Ice tells us to “Stop, collaborate and listen.” It’s catchy and there’s also some truth to what he’s saying. Collaboration is an important workplace practice. Whether you’re giving a supervisor your input on a new program or you’re building out a proposal for a potential new client, […]

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