Answeron’s CEO Eric Johnson shares a perfect real-life example of when Call Center Disciplinary Policies go wrong in his latest blog post.
From the Archives: Overcoming Call Center Obstacles Webinar Series
On April 19, 2018, AnswerOn held our webinar “Overcoming Call Center Obstacles” which featured our special guests Dave Gregory, CEO of Conatus3, and Joe Cox, Workforce Management Consultant and former Vice President of Workforce Management at Alorica. Both speakers spoke to issues that are still relevant two years later.
Tailoring Your Call Center to Different Age GroupsÂ
Hearing directly from agents related to their working conditions, scheduling, and company policies provides invaluable insights, that data collection alone will not. This blog highlights some of AnswerOn’s generational-focused research findings, which centered around comparing two age groups: 18-28 year-olds and agents 29 or older.
Attrition Rates in Financial Services are on the Rise
High levels of employee churn have been standard in the financial services industry for years. Recently, those already high levels are on the rise. Why are employees leaving their roles at increasing rates? Here is an overview of what attrition looks like in the financial services industry and what companies can do to curb it.
Why Employee Attrition Spikes in January
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.
Subscriber Churn: Why Successful Businesses Focus on Both Customer Retention and Acquisition
For decades, the practice of driving revenue has been through bringing in new business – and new customers. If you solely focus and succeed in acquisitions, you won’t account for customers leaving you. Not only does subscriber churn affect your net business, it also carries other hidden costs.
Predictive Analytics: Using Data to Save Money and Employees
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.
Two Common Call Center Practices That Hurt Business
Managers and executives know that call centers can be costly parts of business. Yet, many common call center practices thought to help reduce costs cause problems themselves. If your company wants to reduce costs funneling into contact centers, consider these two techniques and their pros and cons.
The difference between structured and unstructured employee interactions in fighting attrition
Structured interactions are one of the key components in the AnswerOn System for retaining agents.Find high risk agents BEFORE they leave.
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.
