Structured interactions are one of the key components in the AnswerOn System for retaining agents.Find high risk agents BEFORE they leave.
The Lifetime of Research
Michael Mozer, Scientific Advisor at AnswerOn and Professor at the University of Colorado discusses AnswerOn’s early days of churn prediction.
True Crime: Fighting Agent Attrition
The TV crime show genre is very popular. Fighting agent attrition with AnswerOn is a lot more like your favorite “whodunit” than you’d expect it to be.
“One-Size fits all” won’t make it right for all
“One-Size fits all” solutions for improving call center moral might make happy agents happier, but could push at-risk agents out the door.
Implementing Predictive Analytics
Predictive Analytics is a hot topic, but many consulting firms don’t tell their clients what to do with the data to improve their business. AnswerOn does.
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.
Call Center Nightmares: When Discipline Goes Wrong
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”.
Let Sleeping Dogs Lie: Talking to your at-risk agents
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.” We have observed a number of call center operators express this idiom when asked to speak to their at-risk employees.
