Implementing Predictive Analytics

Predictive Analytics is one of the hottest trends in business today. If you don’t have cutting edge predictive analytics you are missing key insights which can make your business successful. Big data coupled with deep learning, helps to make sense of the enormous amount of information available to you. Our Scientific Advisor Mike Mozer has […]

MBWA – Management By Walking Around

By: Eric Johnson, CEO and President One of the most pervasive myths we hear in working with our customers and industry professionals is often characterized by a comment similar to –  “I know everything about my agents”, or “A good manager should be able to tell you what is going on in all their employees’ […]

The AnswerOn Scoop – June 2017

By: Pamela Ramon, Office Manager Direct from Longmont, CO, here are the latest happenings in our AnswerOn June Scoop: No longer an intern: On June 1st, AnswerOn was delighted that Rachel Bauer moved from being a Project Management Intern to become our newest full-time Project Analyst! Rachel has been working diligently since being hired in […]

Call Center Nightmares: When Discipline Goes Wrong

AnswerOn’s Director of Project Management, Chris Johnson will be writing a series of posts about common miscues we see in designing policies in the Call Center. Many times we have observed well-meaning performance management solutions result in negative unintended consequences. Chris currently handles manager trainings on our Solution, directs our cloud based “big data” customer […]

Call Center Nightmares: Scheduling

AnswerOn’s Director of Project Management, Chris Johnson will be writing a series of posts about common mistakes we see customers and other call centers making with their agents. Chris currently handles manager trainings on our Solution, directs our cloud based “big data” customer analytics, and is a main point of contact for executives seeking to improve […]

AnswerOn is The Cure for “No Call, No show”

By: Craig Montgomery, Account Executive The “No Call, No Show” Nightmare 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 […]

AnswerOn’s View on Corporate Partnerships

By: Ross Mitchell, Vice President of Sales Corporate partnerships happen every day. Many are in “name only” while others combine the strengths of the partners to create something totally new and different. Some of these partnerships are very successful, while others require more effort than the value they generate. Sales Partnerships In a Sales Partnership, […]

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 […]

The Machine Learning Bubble?

Written by: Michael Mozer, Scientific Advisor at AnswerOn and Professor at the University of Colorado   Five years ago, few had heard of the field of machine learning. Now, articles appear daily describing the accomplishments of machine learning, companies market their prowess in machine learning, and machine learning has become nearly synonymous with artificial intelligence. Here is […]