The Thread

Customer Effort in the Contact Center

In this conversation with Kit Chapman, director of operations at CGS Atlanta, we discuss Customer Effort. We define the term and determine how to measure it in a contact center and how it affects businesses. We also offer some tips on how to reduce Customer Effort scores.

Six Keys to Better Contact Center Training

CGS specialists on the frontline are more important than ever. They need to have the problem-solving skills, empathy and tools to consistently handle customers any time, on any channel.  Delivering amazing customer experiences takes well-trained agents. And it takes more than one-time, one-size-fits-all training programs.

Joshua Mims, training manager in our Atlanta call center, talks about what’s critical to success in today’s environment.

IT Trends During COVID with Walter Nirenberg

Walter Nirenberg, Senior Director of IT, Contact Centers – North America, discusses the technology and IT trends that helped support our business and our customers through the pandemic in 2020. He also looks ahead at the technology that will help us in the next 2-5 years.

International Women's Day 2021: A Panel Discussion With Women of CGS

To commemorate International Women’s Day, CGS’s Elena Filimonova sat down with a group of businesswomen from across our global operations to chat about their lives, what the day means to them, women in tech, women in leadership. The theme is choose to challenge, which acknowledges that challenge brings change in societies. Special thanks to all the ladies who shared their stories!

Recruiting and Engaging Call Center Agents During COVID-19

Patricia Pugliese, Human Resources Manager of CGS Edison Call Center talks about how remote working has affected our call center staff and how we are hiring, retaining and engaging staff during the current pandemic. She discusses how her and her team have been motivating agents and keep agents feeling part of a team.

Michael Mills, SVP, Global Sales, for the Contact Center Division at CGS, discusses the future of outsourcing, call centers and the work-from-home model. How will companies distribute their call center locations to maintain business continuity in times of crisis? Is technology being adopted at faster rates? Mike shares his cautiously optimistic vision for the next six to 12 months.

Vlad Sterescu, Country Manager for CGS Romania and SVP of Call Center Solutions in EMEA, discusses working from home during COVID-19.  He talks about the advantages, challenges, and opportunities the work from home model has. What does the future of work from home look like and what are the benefits of a hybrid model

Non-essential retail brick and mortar stores are closed during the pandemic and ecommerce purchases increasing at rapid rate. What do these changes mean for the fashion, apparel and footwear industries? What does this mean for retailers and the fashion supply chain?

Paul Magel, President, Business Applications and Technology Outsourcing Division at CGS speaks with Tommy See, CGS Director of Product Marketing. They discuss what the future holds for B2B eCommerce, fashion retail, and apparel wholesale.

We speak to Doug Stephen, President of the Enterprise Learning Division at CGS, about remote learning and development for enterprise organizations. Doug discusses the best way to transition to remote learning and the best formats that work in remote working situations. He also shares his advice for organizations facing remote learning challenges.

Eitan Lombard, Country Manager for CGS Israel talks about his day-to-day management of the call centers in the new environment. He discusses how he stays connected with his team and what he’s learned about his team while working from home.