The Lifetime of Research

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

Call Center Nightmares: Scheduling

One of the most common reasons agents quit their call center job is scheduling problems. Call centers have become so efficient and hands off by implementing automated scheduling and PTO request systems that they’ve lost the human touch which makes agents feel valued and appreciated.