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.
True Crime: Fighting Agent Attrition
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.
MBWA – Management By Walking Around
CEO Eric Johnson explains how managers trick themselves into thinking they know how their employees feel just by walking around.
Call Center Nightmares: When Discipline Goes Wrong
Director of Project Management Chris Johnson explains how easily disciplinary measures can go wrong. Discipline should encourage agent improvement, not churn.
Let Sleeping Dogs Lie: Talking to your at-risk agents
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.