Technology

What Do You Want Out of Your Call Center?

Feb 6 2014

06 / Feb / 2014 by Cheyserr de la Cruz

We often think that what agents want does not coincide with what the management expects but try to have an open mind and ask your agents what they want. You might be surprised with their answers.

Learn how to give your agents what they want and increase their overall performance...

 

or... more

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

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

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

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

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

Agent Attrition Kills Profits!

Oct 15 2013

15 / Oct / 2013

By Jordan Linford

Marcus Cicero, a Roman philosopher and politician once said that “No one can give you better advice than yourself.” When we have the opportunity to look at ourselves in an unbiased and honest way, it becomes much easier to make changes necessary for growth. Taking a daily inventory of our actions and... more