Blog

You Don’t Have a Standardized Method of Pulling Call Floor Data?

Oct 23 2013

23 / Oct / 2013

By Jordan Linford

Many organizations do not have a standardized way of extracting, analyzing, and disseminating data, causing them to all pull different reports than can give a completely different view of the company...

Some people may be pulling... more

Top 3 Terms You Need to Know to Influence Your CFO

Oct 23 2013

23 / Oct / 2013

By Josie Foster

Just the other day my son came to me with a proposal. He is anxious to buy a new pair of Nike cleats and as a mom of four I am hesitant to spend the money. I sent him away with a mission. I asked him to figure out a few things before I could commit to spending the money for his shoes. His jobs were; to figure... more

Agent Attrition Kills Profits!

Oct 15 2013

15 / Oct / 2013

By Jordan Linford

Marcus Cicero, a Roman philosopher and politician once said that “No one can give you better advice than yourself.” When we have the opportunity to look at ourselves in an unbiased and honest way, it becomes much easier to make changes necessary for growth. Taking a daily inventory of our actions and... more

Holding a Glass of Water- Managing Stress in Call Centers.

Sep 10 2013

10 / Sept / 2013

By Josie Foster

I recently read an article about young lady who confidently walked around the room while leading and explaining stress management to an audience with a raised glass of water. Everyone in the room assumed she was going to ask the obvious question…is this glass 'half empty or half full?' Instead, she inquired... more

Managing Multi-Cultural Call Centers

Jul 8 2013

08 / Jul / 2013

By Jordan Linford

Walking the main hallway at the Focus headquarters office just off of the front entrance, a visitor or anyone interested, would be able to readily see the vast artifacts that seem to line the counter space there. Upon closer examination one will notice a Guatemalan school in a photo or an African village and... more

You Can’t Clean the Soup! An insight to Call Center Data

Apr 14 2013

14 / Apr / 2013

By Paul Liljenquist

On a recent humanitarian trip to Ghana, Africa, I was introduced to fufu. Fufu is a staple food of Ghana. It is made by boiling cassava and plantains and then pounding them into a dough-like consistency. Fufu is eaten by pinching some of the fufu off in one's fingers... more

ClearView™ – The Revolutionary Business Solution!

Apr 12 2013

12 / Apr / 2013

By Jordan Linford

ClearView™ is the revolutionary business solution that brings new levels of visibility and accountability to all levels of your organization. By allowing you to see the weaknesses and strengths of each individual agent, ClearView™enhances communication with employees, increases productivity,... more

Do Your Agents Know the Score?

Apr 4 2013

04 / Apr / 2013 By Jordan Linford

Anyone who has ever managed in a call center knows that one of the most important tasks on the call floor is to motivate phone agents to perform well. This may sound easy on paper, but the reality is that motivating agents is a difficult and ever constant job that if left unchecked can spread apathy like a plague. Many call centers drive performance by creating a feeling... more

Death by Average Talk Time

Mar 18 2013

18 / Mar / 2012

By Jordan Linford

I still remember the day when call center agents were monitored by a physical person that was manually hard wired into their line. I still remember the days of reading from a printed script and keeping track of all calls with a pen and a paper. I can’t imagined how inefficient call floors must have been... more

The Training Cure

Mar 14 2013

14 / Mar / 2013

By Jordan Linford

Training is an essential part of a call room floor, we all know that by now. No matter how much we try to create a homeostatic environment, a new training hurdle always seems to present itself. Having been a part of countless failures in call room training procedure, I feel like this is one area our floor... more