General Tips

Cease to Overwork. Why do we gamify?

Mar 2 2015

What is gamification? Why is it so important? Gamification is not just the adding of digital games and offering prizes into a business, it’s adding what makes social media and video games entertaining into non-game programs and experiences in order to improve engagement and involvement. When the environment is entertaining, people long to participate.

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

Three Tips To Improve Attrition Rates in 2014.

Jan 14 2014

14 / Jan / 2014 By Josie Foster

Sometimes the obvious answer to a problem or issue isn’t always the correct resolution. Some years ago I had a conversation with some employees from our call floors during a focus group to improve our attrition rates, I discovered a few insights into why, as a company, we were struggling with attrition. I suppose that as I began the conversation I expected to hear the obvious... more

6 Things That Will Kill Your Contact Center in 2014

Jan 3 2014

03 / Jan / 2014 By Josie Foster

Okay it's 2014 and it's time to up your game! Every year the technology and tools for call centers get better and better. We have compiled a list of 6 things that have no business on your call floor anymore. We recommend finding ways to effectively eliminate these problems AS FAST AS YOU CAN!

Inconsistent performance data throughout your... more

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

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

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

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