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.
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.
One of the most annoying aspects of being a call center operator are the “No Call, No Shows”. An agent that you’ve spent time and money on decides to leave without any prior notice or communication. Not only is it frustrating but it puts a major burden on staff to pick up the “slack”.
Is a favorite saying in many business circles, referring to awakening a naïve concealed danger. McGraw-Hill defines it as a proverb- “Do not instigate trouble; Leave something alone if it might cause trouble.” We have observed a number of call center operators express this idiom when asked to speak to their at-risk employees.
CEO Eric Johnson discusses the unique challenges the security industry faces in fighting attrition; including identifying two different types of churn. One of the challenges in attacking attrition in the Security industry is agreeing on a definition for attrition. There are basically two types of Churn commonly mentioned: 1) Gross Attrition and 2) Net Attrition.