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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.

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.

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.

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!

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. 

Vlad Sterescu, SVP, Call Center Solutions and Country Manager for CGS Romania discusses rapidly deploying plans to move thousands of call center teams to work from home (WFH). He talks about how he maintains some sense of normalcy and learning new things about his staff.

Steven Petruk, President of the CGS Global Outsourcing Division discusses preparing and implementing the CGS call center teams worldwide to work from home. He shares advice for other leaders transitioning staff to work remotely and how he works with customers to address concerns.

Pablo Rossel Estay, Senior Vice President, Country Manager CGS Chile, discusses moving his call center teams to a work from home model to maintain business continuety for CGS call center clients during the COVID-19 pandemic. He discusses the challanges, benefits and pleasant surprises while communicating via video teleconferencing platforms.

Gabriel McIntosh discusses the rapid shift to work from home with Joshua Mims. Joshua Mims is one of CGS’s training managers in our Atlanta call center and over the past several weeks, CGS call centers around the world have moved to a work from home model in response to the global pandemic.  Today we’re going to talk about how Joshua adjusted to on-boarding and training our call center staff while working remotely and maintaining social distancing.

When it comes to customer service, were chatbots just a fad?  CGS recently conducted a consumer survey of 1,000 US consumers where they asked them to weigh in on their likes and dislikes around customer service interactions. Host Evan Aldo is joined by Richard R. Shapiro, who is the Founder and President of the Center for Client Retention and a leading authority in the area of customer satisfaction and loyalty. For the full 2019 CGS Customer Service Chatbots and Channels Survey visit: https://www.cgsinc.com/en/resources/2019-CGS-Customer-Service-Chatbots-C...

In our first episode, we talk about the sustainability movement in the fashion and apparel industry. Host Evan Aldo is joined by Tommy See, The Product Marketing Director for the Applications Division at CGS.