Agents in Control

Feb 9 2015

Roadblock #5: Detached Agents

A giant roadblock to success can be the attitude of a detached agent. If an agent is not involved, performance level is low. When performance level is low, customers suffer. And when customers suffer, the company deteriorates. So how do you engage your agent? Let them control their realm.

The average agent... more

How Enjoying the View can Hurt You

Feb 2 2015

Roadblock #4: Reactive Management.

Is your management proactive or reactive? When an unanticipated twist comes your way, are you ready for it? Or will it catch you off guard? Where are you looking? Many companies don’t have a plan, they aren’t looking ahead and consequently they find themselves behind when the world takes a turn. In contrast, the proactive companies have been prepared. They are looking ahead... more

Piecing Together the Puzzle

Jan 26 2015

Roadblock #3: Limited Visibility

When piecing together a puzzle, it’s necessary to have all the right parts, or the puzzle won’t actually work. Along with that, if multiple people are piecing it together, hours of work can be shortened significantly because each person has an idea of the big picture and can make a solid effort to do his or her part. It’s the same in a company. If the visibility is limited... more

Off-the-wall Decisions

Jan 19 2015

Roadblock #2: Delayed Access Have you ever made a decision with incomplete information and then realized later, perhaps when you received the whole picture, that your decision was completely off the wall? It happens everyday. When making an important decision it’s critical to have all the applicable information obtainable. If there are holes in the data, errors are inevitably made. If the data is old, the decision is overdue and the curve is... more

Missing the Problem

Jan 12 2015

Roadblock #1: Disparate Data

What is the problem with disparate data? Imagine this. You feel a sharp pain in your arm and you go to the hospital, but the only thing the doctor can tell you is that your arm is broken. He cannot say where, what you need, how to fix it nor if there’s any other problems. Obviously you can’t make it better until you have access to all the information. That’s what happens with... more

Roadblocks to Performance Management

Jan 5 2015

What Hidden Roadblocks are Preventing Your Success?

Everyday we go to work with the objective of helping our company improve. Each day is shaped by the goal of success. As we know, high performance of employees is what makes this goal a reality. If there is low performance, improvement is scarce. Listed below are five roadblocks that impede the road to success by hindering high performance.


3 Ways to Engage the Millennial Agent

Oct 1 2014

01 / Oct / 2014

The youth today live in a world much different than years past. The expansion of the Internet has become so universal that in order to survive, change is required. Texting, tweeting and posting have replaced ancient forms of communication. Smartphones and tablets have given instant access to even the simplest whim. The world is changing faster and faster, and the youth are up to speed. Due to the... more

How to Train Agents for Chat Support

Apr 28 2014

28 / Apr / 2014 By Cheyserr de la Cruz

Multi-tasking agents are one of the advantages of using chat as a support channel. A well trained phone agent can also be a chat support agent and can often manage several sessions simultaneously. But most importantly, chat support channel is another way to provide assistance for customers who might be multi-tasking themselves or just don't like to use other channels. The... more

What Do You Want Out of Your Call Center?

Feb 6 2014

06 / Feb / 2014 by Cheyserr de la Cruz

We often think that what agents want does not coincide with what the management expects but try to have an open mind and ask your agents what they want. You might be surprised with their answers.

Learn how to give your agents what they want and increase their overall performance...


or... more

How To Get More Clients for Your Call Center.

Jan 22 2014

22 / Jan / 2014

By Jordan Linford

The third party call center business is dog eat dog. There are several players, rising above the noise is very difficult. Believe me I know, having been on the marketing side of third party call centers for several years I have had to address these challenges head on. As I have advanced in my career I learned what it takes to rise above that... more