Tag: attrition
Contact Center Challenges and Priorities for 2020
We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. While I encourage you...
Improving the Agent Experience
Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience. Now business leaders...
High Absenteeism? Consider Your Agents’ “Breaking Point”
I don’t know about you, but I’m pretty frustrated by clients, prospects and some contact center managers who think that the only reason agents...
Absenteeism Is a Pain
Absenteeism is a pain, we all know that. According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center....
Contact Center Pipeline Magazine: Inside Our June 2016 Issue
Summer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us...
The Cost of Attrition
It’s been a busy few weeks, so I wanted to follow up on a couple of questions I received at the SWPP Conference around...
The Cost of a Bad Hire
We’ve all been rooting for the U.S. economy to recover, but as it improves, it’s getting harder to attract and retain agents. In an...