…The Right Call…

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 hear the words “willing” and “eager” a lot when it comes to work and other tasks needing to be accomplished. There’s a difference between being “willing” to do something and being “eager” to do it and in order to be a vital member of any team or community, you should strive to exemplify both. [...]

I’ve been spending some time over the past few weeks looking at the call quality monitoring feedback our clients provide. Most of the GCS team is “intimately” familiar with the amount of call quality monitoring our clients do on a monthly basis.  In some cases we monitor directly with our client, in others they have [...]

Some things in this business you can’t control, like a customer having a bad day or the weather causing a power outage. But there are many things we can control, or at least influence, including our clients’ evaluation of our performance. At GCS, we strive to be the best in everything we do. And part [...]

When companies review their customer service levels, they typically rely on data from traditional telephone channels. However, as the Internet Generation reaches maturity and preceding generations adopt the technologies that the Internet Generation grew up using, consumers are expecting companies to offer methods of support other than standard contact center numbers. Competitive companies are adapting [...]

Kids everywhere are rejoicing, moms are running around like crazy and the rest of us are just trying to figure out how to beat the heat. A lot goes on in the summer and you have to make sure you’re prepared and poised for a safe season. First and foremost, enjoy it! Most of you take [...]

Summer has officially started! (I hear collective cheers in the background). With summer fun comes heat and humidity. And even though we spend much of our time inside, there are still special considerations for the workplace for safely enjoying the “hot” season. Always stay hydrated. This is important for everyone but it’s especially necessary for [...]