Creating a Customer Service Attitude

GCS has the solution for fixing contact center woes, from attitude to attrition.

Great employees deliver outstanding customer service. Employees thrive in a positive and friendly work environment. However, maintaining that balance can be difficult. Your people issues are often your most challenging.

GCS has years of experience with staffing and management. Our team will come to your center and assess the situation. We meet with your people. We observe the process and review the data. We dig to find the root causes. Then we validate potential solutions. You get an honest assessment of the situation. It details each issue and a practical solution for fixing it.

contact center customer service

 

You can implement the solution with your team or hire us to help. The important thing is getting your center on track.

Our Contact Center Consulting services in the area of human resources include:

Employee Attitude and Skill

  • Morale issues
  • Toxic culture
  • Customer Service Skills
  • Selling Skills

Leadership

  • Interpersonal Issues
  • Teamwork
  • Leadership Training
  • Floor control
  • Discipline and Corrective Action

Employee Assessment

  • Turnover and attrition
  • Agent Recruiting
  • Hiring and on-boarding practices
  • Supervisor Training
  • Reviews and Promotions
  • Contests and Rewards

Management

  • Merger or right sizing transactions
  • Handbook design
  • Audits and Recommendations
  • Scheduling and Forecasting
  • Reporting and Dashboards
  • Software and Technology Assessment and Implementations
  • Vendor Evaluations
  • Internal Communications

Whatever your issue, give GCS a call first. Let’s discuss your situation and see if GCS can help.