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Halloween Safety 101

Halloween is the second-most popular holiday in America behind Christmas. This time of the year is fun and frightful but you don’t want it to turn into a real-life nightmare. That’s why you should always keep safety in mind on Halloween. Whether you’re celebrating this weekend or waiting until Wednesday, here are a few ways […]

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Be a Resource for Others

It can be scary and stressful starting any new position, especially if you’re also new to the contact center industry. And although we have excellent training programs to arm our folks with the tools they need to be successful with customer interactions, there’s still a learning curve. To help our newest team members be the best they can […]

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Increase the Level Of Business in Your Daily Routine

In our last employee survey we asked for ideas from our employees about how they increase our level of business performance in their daily routines.  We got some great tips! Here they are: Make every call count, make calls presentable and always assume the sale. Be consistent, be at work when scheduled and keep idle/wrap […]

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Safety Management

I always look for a reason to pass along principles from Dr. Jerry Bell. In his book, The Achievers, he outlines the traits of being a good person. Not just a good leader, but a good person. One of his chapters talks about the Five Horsemen of Death. It’s a pretty morbid name for five categories […]

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Changing Language in Your Contact Center Can Make You More Professional and Accurate

Say This, Not That Changing Language in Your Contact Center Can Make You More Professional and Accurate How do you feel when someone says the phrase “telemarketing?” Personally, myself and many of my co-workers cringe a little inside. Why? Because it sounds negative. In fact, the word “telemarketing” gives little insight into what it is […]

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Leadership by Listening; Leadership & Management

When you see someone visiting your site, it is human nature to question their motive: are they a client or prospect? are they an auditor? is something important happening? Our clients use site visits to check up on their programs, but our management team takes advantage of site visits to not only check up on […]

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your checklist

How Does a Calling Campaign Start in a Contact Center?

Did you ever wonder how a new program is implemented at GCS? What may seem simple on the surface does have some complexity to it. Here are a few things to know: Each program is custom developed for our clients. Because their requirements are usually unique, each program is created individually in the GCS system to insure we […]

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Top Performer Tips from the Wheeling Contact Center

A great thing about the new year is you can look back and see what experiences provided new working knowledge that you can apply in the new year. For some top performers in Wheeling, WV, last year was filled with learning opportunities and personal success, which helped define the new goals for this year. Supervisor Larry Waldrum […]

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Real Leadership, the New Middle East and the 2012 Election

Today I’m going to start a new blog feature!  Our communications director, Laura Jollay, does a fabulous job each week creating a company newsletter (the GCS Express).  This newsletter features articles about goings-on within our centers, industry news and sometimes articles written by our employees.  Today I’d like to share with you an employees’ thoughts […]

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Conviction is Key

One of our chapters in our Presentation Consistency Initiative is Product Conviction.  Here is an article by Zig Ziglar about the importance of Product Conviction. The late Mary Crowley frequently commented that one person with a conviction would do more than a hundred who only had an interest.  Commitment is the key to staying the […]

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