Fighting attrition is like swatting mosquitoes. Be careful not to focus so much on the mosquito and miss the stinger.
Why is Managing Call Center Attrition like “The Witcher”?
Have you had a chance to see “The Witcher” season 1 or 2? It is a medieval fantasy series on Netflix. It has proven to be a top-rated series pitting good against evil or, more often, evil vs. evil. In binge-watching season 2, I started thinking about what lessons could be gleaned from this show relating to agent retention…
“What do you do for a living?”
Whenever I go to some social interaction (back when I could go to a social interaction), people I know or just met inevitably ask what I do and what AnswerOn does.
Boomerangs come back; will agent attrition?
Higher success at curbing churn hinges on being able to proactively keep agents from leaving. Trying to change an agent’s mind once they have already decided to leave is not only painfully frustrating, but also statistically unsuccessful. You need the tools to step in and address agent concerns or issues BEFORE they have even reached the thought of leaving your organization.
Why are poor performing agents like a kidney stone?
Both are a pain in the side. I am a big fan of dad jokes and this one was told to me by a coworker after I had recently experienced the passing of a painful kidney stone. A couple days after my experience, I saw an article in my LinkedIn feed about the Artificial Intelligence vs Human debate that is so popular these days.
Fast Times at Ridgemont High
There has been an inordinate amount of press recently about a somewhat sketchy movie “Fast Times at Ridgemont High.” It was the quintessential 80’s movie, with everything you would expect from that genre. What you might not know is it was based on a book written by author, producer, screenwriter, Cameron Crowe, who went undercover at Ridgemont High and wrote about his experiences.