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Whenever I go to some social interaction (back when I could go to a social interaction), people I know or just met inevitably ask what I do and what AnswerOn does. Read More
Higher success at curbing churn hinges on being able to proactively keep agents from leaving. Trying to change an agent’s mind once they have already decided to leave is not only painfully frustrating, but also statistically unsuccessful. You need the tools to step in and address agent concerns or issues BEFORE they have even reached Read More
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In business, we often talk about addressing customer “pain-points” to maximize profits. But how can you know what pain points are specific to your customer base? Surveys can help you get a feel for the general trends, but even they can miss out on crucial information. Likewise, they don’t allow you to probe further into what your customers like and don’t like. Read More
Both are a pain in the side. I am a big fan of dad jokes and this one was told to me by a coworker after I had recently experienced the passing of a painful kidney stone. A couple days after my experience, I saw an article in my LinkedIn feed about the Artificial Intelligence Read More
There has been an inordinate amount of press recently about a somewhat sketchy movie “Fast Times at Ridgemont High.” It was the quintessential 80’s movie, with everything you would expect from that genre. What you might not know is it was based on a book written by author, producer, screenwriter, Cameron Crowe, who went undercover Read More
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Call centers have long battled with the costs associated with agent turnover. Depending on the type of contact center, you might be looking at the training cost of an individual agent around $5k or even $10k. At AnswerOn, we have found that taking preventative measures is the best way to ensure your company doesn’t incur these unnecessary expenses. Read More
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Answeron’s CEO Eric Johnson shares a perfect real-life example of when Call Center Disciplinary Policies go wrong in his latest blog post. Read More
at risk agents
When we talk with business leaders in the call center industry, Agent Attrition Management always seems to be a major pain point. AnswerOn provides a proven science-based approach to curb attrition. It combines with advanced cloud-based tools that are easy to implement and work with your existing infrastructure. Read More
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On April 19, 2018, AnswerOn held our webinar “Overcoming Call Center Obstacles” which featured our special guests Dave Gregory, CEO of Conatus3, and Joe Cox, Workforce Management Consultant and former Vice President of Workforce Management at Alorica. Both speakers spoke to issues that are still relevant two years later. Read More