Tailoring Your Call Center to Different Age Groups 

Hearing directly from agents related to their working conditions, scheduling, and company policies provides invaluable insights, that data collection and behavior tracking alone will not.   To solve this, AnswerOn builds an accurate predictive model to identify high-risk employees and then facilitates a specialized “Voice of the Agent” virtual focus group (VFG) to gather qualitative insights not available in the data. To ensure candid feedback, all VFGs are operated under the condition of anonymity. Recently, AnswerOn has started conducting VFGs with a generational […]