Attitude

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

Motivating Agents Through Competition

Mar 5 2013

05 / Mar / 2013

By Jordan Linford

The one consistent element that is present on every call room floor is competition. Whether you like it or not, it is there in some form. It is those call room floors that learn how to harness the competitive spirit that get the best out of their agents. Competition is one of the best producers of success.... more

Managing Millennials in 2013

Feb 22 2013

22 / Feb / 2013

By Jordan Linford

Anyone who runs a call center is probably managing several millennials falling in the 18 to 25-year-old range. At Focus Services, over 70% of our call floors are dominated with millennials. Call floors already face the challenge of a high turnover ratios, but as the... more