Human Performance Management

The Affects of Attrition on Organizations

Feb 24 2015

A few years ago my buddies put together a softball team. Once a week we get together and pretend we are still athletic and try to relive any glory years that we may have had in the past. As the season approached there were a few folks who could not make it due to other commitments. Who would sacrifice softball with their buddies for things like family, civic and community duties? Well some of my buddies did,... 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

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

Are You Losing Business to Poor Training and Development?

Sep 12 2012

12 / Sept / 2012

by Robin Villariza

In the past, management did not understand that there is a connection between human potential and a company's profit. In a call center it is essential to increase the effectiveness of the selection, recruitment, training and development processes by providing a new business paradigm and tools that increase... more