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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 in the Contact Center

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....
Upgrade the Contact Center Self-Service Experience

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...
Training Budget Part2

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

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...