Blog

3 Ways To Improve Employee Engagement in 2014

Dec 10 2013

10 / Dec / 2013 By Josie Foster

“There was once an important job to be done and everybody was asked to do it. Everybody was sure somebody would do it. Anybody could have done it, but nobody did it. Somebody got angry about that because it was everybody's job. Everybody thought anybody could do it, but nobody realized that everybody wouldn't do it. It ended up that everybody blamed somebody when actually... more

Do You Know What Metrics are Driving Your Performance??

Dec 5 2013

05 / Dec / 2013 By Jordan Linford

At ClearView we talk to many organizations that do not know what metrics really drive their companies performance or what is a realistic and effective goal to manage their company to. We consistently hear "I don't know what "good" is", and "we don't know what we don't know".

ClearView does a fantastic job of showing correlations between... more

Chances Are: Your Attrition Rate are Affected by Lack of Agent Visibility

Nov 15 2013

15 / Nov / 2013By Jordan Linford

It has been our experience that most companies do not give their agents adequate visibility to their performance.

Many express the complications and frustrations that arise from limited agent communication and that agent attrition rate has an enormous impact on their bottom line.

When agents have one expectation... more

Are You Still Manually Pulling and Aggregating Data?

Nov 7 2013

07 / Nov / 2013 By Jordan Linford Many organizations manually pull data daily or weekly from multiple systems. As you can imagine, this process is extremely manually intensive, time consuming and creates a large opportunity for error every time this process is performed... Many individuals who are over this role express their frustration for wasting much of their time trying to extract, aggregate and correlate data By... more

Use Educated Customers to Your Advantage.

Nov 5 2013

05 / Nov / 2013

By Jordan Linford

Martin H Fisher, a German-born American physician and author, most famous for his teachings on the art and practice of medicine once said that “Knowledge is a process of piling up facts; wisdom lies in their simplification.” With the onslaught of information in our high-tech lives, customers have more... more

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