Agent Pain Points: How to Benefit from Proactive Performance Management

Call centers have long battled with the costs associated with agent turnover. Depending on the type of contact center, you might be looking at the training cost of an individual agent around $5k or even $10k. At AnswerOn, we have found that taking preventative measures is the best way to ensure your company doesn’t incur these unnecessary expenses.

Agent Attrition Management: Say Goodbye to Unnecessary Costs

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.

From the Archives: Overcoming Call Center Obstacles Webinar Series

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.

Tailoring Your Call Center to Different Age Groups 

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.

Why Employee Attrition Spikes in January

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.

Two Common Call Center Practices That Hurt Business

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.

Call Center Churn: Root Causes of Agent Attrition

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.