Tag Archives: Consulting

Coaching Employees in the Contact Center 101

In the virtual conference this week, Greg Alcorn touched on many topics relating to the how’s and why’s of coaching and communication in the contact center. Quality coaching and active monitoring greatly improves our performance and helps us see where we can grow our skills. It is easy to take someone’s advice as criticism and not as […]

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Tips for Protecting Your Goldmine

Have you been considering an outreach program to your customers or prospects to tell them about your products or services but just aren’t sure about the customer experience? Good for you! In the wrong hands, that investment could disappear. What things should you consider before collaborating with an outsource contact center? What controls should they […]

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5 Benefits to Outsourcing Your Contact Center

For businesses spanning all ranges of products and services, outsourcing works. A major area in which it works quite effectively is the two-way communication between your business and your customer contacts. Although there are other reasons for this type of outsourcing, here are five major reasons why contact center outsourcing works so effectively: 1. Cost […]

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Four Absolutes of Quality

In the 1980’s, Philip Crosby came up with the Four Absolutes of Quality. We have used the Four Absolutes as the foundation for planning sessions, key decision-making and process improvement. I’m not a big fan of how Dr. Crosby originally wrote his Absolutes, so I’ll paraphrase: Conform to client’s expectations Prevention, not appraisal Zero defects […]

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A GCS Client Services Director calls the plays…

Many people ask me what my role as a Client Service Director is responsible for and I liken it to being a quarter back on a football team, we set up the game, call the plays and control the field.   Client Service Directors here at GCS serve as the liaison between our Clients and our […]

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