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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

Call Center Churn: Root Causes of Agent Attrition

Jun 07, 2019

Here are several common reasons that agents leave after the onboarding process, and how AnswerOn’s solution can help call centers know which agents are at-risk and, most importantly, the proactive action that can prevent them from leaving. Read More

Data Mining Churn Solutions: From Raw Data to Predictable Data

May 03, 2019

With today’s technological capabilities, we have access to numerous sources of qualitative and quantitative data. However, an exhaustive amount of raw data fails to reveal patterns that describe churn rates. Moving from raw data to predictable data requires a data mining process. Read More

The difference between structured and unstructured employee interactions in fighting attrition

Jan 17, 2019

Structured interactions are one of the key components in the AnswerOn System for retaining agents.Find high risk agents BEFORE they leave. Read More

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The Lifetime of Research

Sep 19, 2018

Michael Mozer, Scientific Advisor at AnswerOn and Professor at the University of Colorado discusses AnswerOn’s early days of churn prediction. Read More

True Crime: Fighting Agent Attrition

Jul 11, 2018

The TV crime show genre is very popular. Fighting agent attrition with AnswerOn is a lot more like your favorite “whodunit” than you’d expect it to be. Read More