Real Time Performance Data

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

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

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