Author: focus

Actor – Owner – and Present
The following blog was originally written for Focus Telecommunications team members. Upon revisiting it, I realized just how applicable it is to so many of our clients. – Donna West, [...]
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Donna West Receives ATSI Lifetime Achievement Award
Focus Telecommunications president Donna West is this year’s recipient of the Association of TeleServices International (ATSI)’s esteemed Maryann Wetmore Lifetime Achievement Award. ATSI’s outgoing president Josue Leon surprised Donna with [...]
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Better Late Than Never to Make Being on Time a Priority
I’m late, I’m late, for a very important date… Being punctual is important in most jobs.  Whether we work for ourselves or someone else, out in the field or in [...]
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Use Socratic Questioning to Undermine Fear and Anxiety
My grandmother always said, “90% of the things we worry about never happen.” We waste energy and time worrying. It causes anxiety and a loss of productivity.  We need to [...]
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Call Centers Extend Your Customer Service Hours, 24/7
Quality customer service is the key to a successful company. And an answering service should be a significant part of your organization. We live in an “I Want It NOW” [...]
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Sensory Preferences Can Help You Close a Sale
Seeing. Touching. Hearing. We all tend to relate best to one of these sensory preferences.  That doesn’t mean we don’t use all of our available senses, it just means that [...]
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Too Many Choices
A recent call to inquire about a passport resulted in reaching an automated system that gave seven initial choices. SEVEN. It took a second call into the system just to [...]
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Focal Point Newsletter – October 25, 2017
Who’s on first? Baseball is becoming a hot topic as the playoffs approach and fans tend to pay a lot of attention to the upcoming lineup. Who will pitch and [...]
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