Business

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

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

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