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Agent Attrition Management: Say Goodbye to Unnecessary Costs

Jul 20, 2020

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

data modeling and analytics boardroom meeting

From the Archives: Overcoming Call Center Obstacles Webinar Series

Jun 22, 2020

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

Tailoring Your Call Center to Different Age Groups

May 18, 2020

Hearing directly from agents related to their working conditions, scheduling, and company policies provides invaluable insights, that data collection alone will not. This blog highlights some of AnswerOn's generational-focused research findings, which centered around comparing two age groups: 18-28 year-olds and agents 29 or older. Read More

Attrition Rates in Financial Services are on the Rise

Mar 13, 2020

High levels of employee churn have been standard in the financial services industry for years. Recently, those already high levels are on the rise. Why are employees leaving their roles at increasing rates? Here is an overview of what attrition looks like in the financial services industry and what companies can do to curb it. Read More

Disengaged Agent root causes of agent attrition

Why Employee Attrition Spikes in January

Jan 17, 2020

Employee attrition rates tend to soar in January. Why are workers more likely to leave at the beginning of the year? We identify some of the common reasons that cause employees to resign and look at some measures to help reduce rates of attrition. Read More

Subscriber Churn: Why Successful Businesses Focus on Both Customer Retention and Acquisition

Dec 09, 2019

For decades, the practice of driving revenue has been through bringing in new business – and new customers. If you solely focus and succeed in acquisitions, you won’t account for customers leaving you. Not only does subscriber churn affect your net business, it also carries other hidden costs. Read More

Predictive Analytics: Using Data to Save Money and Employees

Oct 25, 2019

It’s no secret that high rates of employee turnover result in financial losses for a company. Where does the money go? Every step of the employment process has hidden expenses, even steps like listing a job or hiring someone. However, in call centers, one cost stands out from the rest: training and onboarding new employees. Read More

Two Common Call Center Practices That Hurt Business

Sep 24, 2019

Managers and executives know that call centers can be costly parts of business. Yet, many common call center practices thought to help reduce costs cause problems themselves. If your company wants to reduce costs funneling into contact centers, consider these two techniques and their pros and cons. Read More

Data Modeling and Data Analytics: What’s the Difference?

Jul 09, 2019

Often used interchangeably, data modeling and data analytics evaluate separate components of data. Data modeling requires setting parameters on data to better understand it.On the other hand, data analysis considers the data itself, allowing you to make informed business decisions. Here are some distinguishing qualities between modeling and analytics. Read More

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