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Call Center Optimization Forum

Customer Loyalty, and Retention in a Post-COVID World: A Customer Service State of Mind

By George Simons | March 10, 2021 | Comments Off on Customer Loyalty, and Retention in a Post-COVID World: A Customer Service State of Mind

COVID-19 has altered consumers’ behaviors within global economies. And change has been inevitable, especially for customer service.

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16 ROI-Proven Ways a Consultant Can Help Your Call Center

By George Simons | November 11, 2016 | Comments Off on 16 ROI-Proven Ways a Consultant Can Help Your Call Center

Do you have the in-house resources and experience to run your contact center? If not, consider these 16 ways an outsource partner or consultant can help.

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Five Things to Ask a Contact Center Vendor Before Hiring Them

By George Simons | October 13, 2016 | Comments Off on Five Things to Ask a Contact Center Vendor Before Hiring Them

A contact center vendor interacts directly with your customers on behalf of you. Because of this you need to ask tough questions before hiring them.

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Exposing the Super Heroes in Your Contact Center

By Toni Currie | September 20, 2016 | Comments Off on Exposing the Super Heroes in Your Contact Center

Want to turn your contact center agents into super heroes? Customer service week is the perfect time to make changes to benefit your call center.

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Five Ways A Consultant Can Help Fix Your Contact Center

By George Simons | September 9, 2016 | Comments Off on Five Ways A Consultant Can Help Fix Your Contact Center

Is your contact center in need of some help? It may be tempting to let managers take over the process, but here 5 Ways a Contact Center Consultant can help.

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How Does Your Contact Center Vendor Measure Up?

By George Simons | August 17, 2016 | Comments Off on How Does Your Contact Center Vendor Measure Up?

Companies that outsource their contact center need a strong vendor management program to properly locate and manage the right contact center vendor.

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Paratransit Call Center Case Study

By George Simons | April 15, 2016 | Comments Off on Paratransit Call Center Case Study

Check out our case study and see how GCS turned an ailing call center into a platform for P3 best practices.

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Contact Center Workforce Optimization & Management

By George Simons | January 27, 2016 | Comments Off on Contact Center Workforce Optimization & Management

The best contact center optimization goes beyond the numbers & cultivates an understanding about how the numbers impact workforce management.

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The 3 Part Formula for Contact Center Success

By Frank Camp | December 18, 2015 | Comments Off on The 3 Part Formula for Contact Center Success

Contact Center success is a 3 part formula that measures KPI metrics for success. We can get & keep your call center on the right track.

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Personality Testing to Build Highly Effective Call Centers

By Frank Camp | July 1, 2015 | Comments Off on Personality Testing to Build Highly Effective Call Centers

Personality testing is critical to highering and maintaining the best team for your contact center.

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Recent Posts

  • GCS is a Finalist for this year’s BBB Torch Award for Ethics
  • Clutch Taps GCS Agents as Top Performing BPO
  • Customer Loyalty, and Retention in a Post-COVID World: A Customer Service State of Mind
  • GCS Named One of the Best Call Services of 2021
  • Advantages of Hybrid Agent Workforce Over Brick and Mortar Call Center
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