Structured interactions are one of the key components in the AnswerOn System for retaining agents.Find high risk agents BEFORE they leave.
Michael Mozer, Scientific Advisor at AnswerOn and Professor at the University of Colorado discusses AnswerOn’s early days of churn prediction.
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.
“One-Size fits all” solutions for improving call center moral might make happy agents happier, but could push at-risk agents out the door.
Office Manager Pamela Ramon shares some exciting happenings including promotions and a company volunteer day in the October AnswerOn Scoop.
Predictive Analytics is a hot topic, but many consulting firms don’t tell their clients what to do with the data to improve their business. AnswerOn does.
CEO Eric Johnson explains how managers trick themselves into thinking they know how their employees feel just by walking around.
Office Manager Pamela Ramon shares some exciting happenings including two promotions in our June AnswerOn Scoop.
Director of Project Management Chris Johnson explains how easily disciplinary measures can go wrong. Discipline should encourage agent improvement, not churn.
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.