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In twenty- plus years of working in tech and specifically the call center, certain trends seem to repeat themselves over and over.  As a technologist, I have to admit that sometimes the reason for change gets lost in the desire to change. Read More

A lot can be said about the genius behind Henry Ford and his massive innovations and inventions.  He probably would not have had that hard time of a time understanding the modern call center and agent retention.  An example from the growth of Ford Motor company illustrates this. Henry Ford had a singular goal, he Read More

Whenever I go to some social interaction (back when I could go to a social interaction), people I know or just met inevitably ask what I do and what AnswerOn does. Read More

In business, we often talk about addressing customer “pain-points” to maximize profits. But how can you know what pain points are specific to your customer base? Surveys can help you get a feel for the general trends, but even they can miss out on crucial information. Likewise, they don’t allow you to probe further into what your customers like and don’t like. Read More