Bryan Overcash

Helpful information on Contact Centers, Customer Service and People Skills

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9 Things to Think About When Building a Call Center Staffing Plan

Design a call center staffing plan that works for your company by clarifying your specific needs, from locations to skill sets.

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Call Center Outsourcing Services: How to Choose the Right Contact Center Vendor

Selecting the right call center vendor is good business. Your customers will be well-served and the center will not become a drain on your resources.

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Call Center Outsourcing Companies: 5 Things to Expect From Your Vendor

Outsourcing your call center could be the smartest decisions you will ever make, but it could also be one of the worst if the vendor is not a good fit for your needs.

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5 Call Center Staffing Model Examples

Your outsourcing vendor works for your company. You decide where you want your call center located, how it should be run, and the technologies used.

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How Much Does It Cost to Outsource a Call Center?

Pricing models for call center staffing can vary. What you pay depends on the work, the quality of the agent, their location, and their employment situation.

4 Popular Techniques to Ensure Successful Call Center Management

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Dynamic, Voice Variety

Variety of your voice – rate, tone, and pitch – is your secret weapon in the business of people and the art of connection.

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A Guide to Surviving the Holidays

Practice these 7 soft skills and effective communication tips this holiday season.

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Minimize Damage to Call Center Operations in the Face of Natural Disaster

Is your call center prepared for a disaster? Learn what can you do to minimize the impact of a natural disaster on your business.

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GCS’s Quick Reference Guide to Conference Call Etiquette & Productivity

The conference call has become standard, operating procedure for business today. And, yet, we don’t talk enough about or train our teams on conference call etiquette and productivity; both of which ar

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