The Thread CGS

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.