MBWA – Management By Walking Around

By: Eric Johnson, CEO and President One of the most pervasive myths we hear in working with our customers and industry professionals is often characterized by a comment similar to –  “I know everything about my agents”, or “A good manager should be able to tell you what is going on in all their employees’ […]

Let Sleeping Dogs Lie: Talking to your at-risk agents

By: Eric Johnson, CEO and President “Let Sleeping Dogs Lie”… Is a favorite saying in many business circles, referring to awakening a naïve concealed danger. McGraw-Hill defines it as a proverb-  “Do not instigate trouble; Leave something alone if it might cause trouble.””[1]  We have observed a number of call center operators express this idiom when […]

Fly Fishing the Call Center

By Eric Johnson, CEO and President of AnswerOn, Inc. As many of you may know, I am an enthusiastic Fly Fisherman and Fly Tyer.  I like the challenge and complexity the sport has to offer: 1) Finding the best site to find fish; 2) Matching the Hatch or knowing what insects are prevalent which the […]

Approaching Attrition in the Security Industry

Written By: Eric Johnson, President and CEO of AnswerOn, Inc AnswerOn has been analyzing customer behavior for over 16 years and our scientists have been leaders in this field long before AnswerOn was founded. Our approach is straightforward – “We will tell you who is going to leave, why they are going to leave and […]

Show Me the Money

Written by Eric Johnson, President and CEO of AnswerOn, Inc. In the 1996 movie “Jerry McGuire,” Rod Tidwell (the character played by Cuba Gooding Jr.) famously implored McGuire (Tom Cruise)- “I wanna make sure you’re ready, brother. Here it is: Show me the money.”[1] Unfortunately, this is the image many call center operators have on […]