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A lot can be said about the genius behind Henry Ford and his massive innovations and inventions.  He probably would not have had that hard time of a time understanding the modern call center and agent retention.  An example from the growth of Ford Motor company illustrates this. Henry Ford had a singular goal, he Read More

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

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

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