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One common reaction when talking to people about attrition is, “Why worry about attrition? You cannot stop it, so just hire more or give everyone raises.” Read More
In twenty- plus years of working in tech and specifically the call center, certain trends seem to repeat themselves over and over.  As a technologist, I have to admit that sometimes the reason for change gets lost in the desire to change. Read More
Fighting attrition is like swatting mosquitoes. Be careful not to focus so much on the mosquito and miss the stinger. Read More
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
Have you had a chance to see “The Witcher” season 1 or 2?  It is a medieval fantasy series on Netflix.  It has proven to be a top-rated series pitting good against evil or, more often, evil vs. evil.  In binge-watching season 2, I started thinking about what lessons could be gleaned from this show 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
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