It’s no secret that high rates of employee turnover result in financial losses for a company. Where does the money go? Every step of the employment process has hidden expenses, even steps like listing a job or hiring someone. However, in call centers, one cost stands out from the rest: training and onboarding new employees.
Michael Mozer, Scientific Advisor at AnswerOn and Professor at the University of Colorado discusses AnswerOn’s early days of churn prediction.
“One-Size fits all” solutions for improving call center moral might make happy agents happier, but could push at-risk agents out the door.
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.
Michael Mozer, Scientific Advisor at AnswerOn and Professor at the University of Colorado discusses issues facing big data and machine learning. What does “big data” mean and how can it help us with analysis?