The AnswerOn Development Environment and Process

By: Don Kainer, Vice President of Engineering and COO How AnswerOn creates predictive models: To provide the most value for our services, AnswerOn must respond quickly and accurately to the evolving requirements of our customers. The behavior of the end user (our customer’s customer), is not static. Changes to business objectives, seasonality and the economic […]

Let Sleeping Dogs Lie: Talking to your at-risk agents

By: Eric Johnson, CEO and President “Let Sleeping Dogs Lie”… 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.””[1]  We have observed a number of call center operators express this idiom when […]