Director of Project Management Chris Johnson explains how easily disciplinary measures can go wrong. Discipline should encourage agent improvement, not churn.
Call Center Nightmares: Scheduling
One of the most common reasons agents quit their call center job is scheduling problems. Call centers have become so efficient and hands off by implementing automated scheduling and PTO request systems that they’ve lost the human touch which makes agents feel valued and appreciated.
AnswerOn is The Cure for “No Call, No show”
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 burden on staff to pick up the “slack”.
Fly Fishing the Call Center
AnswerOn’s CEO Eric Johnson compares AnswerOn’s solutions to prevent call center agent attrition with five strategies of Fly Fishing.
