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

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

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

The Training Cure

Mar 14 2013

14 / Mar / 2013

By Jordan Linford

Training is an essential part of a call room floor, we all know that by now. No matter how much we try to create a homeostatic environment, a new training hurdle always seems to present itself. Having been a part of countless failures in call room training procedure, I feel like this is one area our floor... more

Top 5 Reasons Companies Choose Outsourcing

Dec 17 2012

17 / Dec / 2012

By Jordan Linford

Lower costs You might have assumed this was the leading reason and you would have been right. Cost decrease is ultimately the number one factor in the decision for companies to outsource. A vast majority of companies currently outsourcing states that decreasing expenses is their principle goal. According... more

East vs. West Management Styles: Why Knowing Will Help You Succeed.

Sep 14 2012

14 / Sept / 2012

by Robin Villariza

Is there a difference in orientations of eastern and western managers? Results show Asian managers are more collectivist and western managers are more individualistic. Asian managers are also more likely to use external factors to explain performance and behavior where western managers are more likely... more

Meeting our Customer Expectations

Sep 10 2012

10 / Sep / 2012

By Robin Villariza

Finding out your customer expectations is not that hard. Customer expectations are high and they expect you to meet them. Your customers are calling your call center because they need help to purchase a product, to resolve an account issue, maintain a product or ask a number of questions that they believe... more

Important Call Center Metrics and KPI’s

Sep 9 2012

09 / Sep / 2012

By Robin Villariza

The first steps in choosing a call center required you to understand what type of center you need. Once you’ve figured that much out, you can start looking around for specific companies who can deliver what you want. But how do you compare them to determine the best fit? Price is of course important. It... more