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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Nine Tips for Disaster Preparedness
We don’t always get sufficient warning of potentially disastrous weather or conditions so it pays to get in the habit of having some backup systems in place at all times [...]
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WSTA HOSTS Donna West Workshop
WSTA HOSTS Donna West Workshop – Las Vegas July 12, 13, 2017 “Another FANTASTIC Workshop,” said Daphne, from Virginia, “I try not to miss anything you do, I always learn [...]
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