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Articles by Allison Bryan
COVID is still with us - The Famuan
The global virus that has taken the lives of more than 3 million Americans has squeezed its way back onto the Florida health department charts as many cities are beginning to see a spike in positive cases since the new year began.“I ended up catching COVID during the week of Christmas, so I went into the new year sick,” James said.” Pharmacies such as CVS have started reaching out to their patients where they call and ask if the patient would like to schedule an appointment for an updated...
Welcome to The New Era of Business Innovation: Service as a Connected Experience
Over the past 18 months, digital transformation went from being part of most companies’ five-year plans to being every CIO’s most urgent priority. As a result, service team leaders have new access to technologies that help their teams collaborate better, gain data insights, and improve service center processes overall.
3 Ways Customer Service Is Like Home Design
Imagine walking into a good friend’s home for the first time and experiencing an acute sense of anxiety. At first, you’re confused by this feeling. But then you realize that the foyer of this home is awfully narrow — if you try to stretch your arms out your elbows would hit the walls. The ceiling is so low your head grazes it, and you aren’t tall. Your chest tightens, and you can’t seem to take a full breath.
Empower Agents to Work Effectively From Anywhere With Digital Voice
Oct 14, 2021 4 min read In today’s hybrid work environment, service team members are rarely all located under one roof. This makes it critical to have the right customer service engagement tools in place to collaborate no matter where teammates are located. Managers must maintain a clear view of everyone’s availability and skillset to ensure that neither the agent nor customer experience suffers.
How Automation Accelerates Productivity for Call Center Management
Oct 06, 2021 4 min read Do you ever call customer service only to speak with an agent who doesn’t seem prepared to help? Their slow responses accompany the sound of frantic keyboard clicking as they struggle to collect basic details about your service issue. Sound familiar? This common scenario is maddening for customers and agents alike. When service agents are expected to manually take notes on every phone call, their connection with the customer suffers. There is a better way.
Customer Service Week Top Takeaways – Plus, Meet the Service Award Winners
Customer service agents go through a lot. They have to quickly adapt to digital transformation and new ways of working while facing increased caseloads amid the distractions of working from home. At the same time, agents are more important to the business than ever. They act as brand ambassadors as customer experience has become a-key differentiator that drives growth.
Jefrey Pollock and GSG named 2015 Democratic Pollster of the Year
GSG’s Jefrey Pollock and the firm have been recognized as 2015 Democratic Pollster of the Year by the American Association of Political Consultants (AAPC). The AAPC’s Campaign Excellence Awards rank as one of the industry’s highest bipartisan honors and are awarded to political consultants for significant contributions to the success of a candidate or public affairs campaign.
Kate Hansen Joins GSG's DC Team
GSG is pleased to announce that Kate Hansen has joined the firm as Vice President, Communications. Hansen will be based in the firm’s Washington, DC office. Hansen comes to GSG from FWD.us – an advocacy organization started by key leaders in the tech community to promote policies that keep the United States and its citizens competitive in a global economy – where she was communications director. In her new role, Hansen will continue to work with FWD.us, a GSG client.
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