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Top 5 Posts in November

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...
Lowering Agent Turnover in the Contact Center

Making the Case for Lower Turnover

In most contact centers, the executive team recognizes agent attrition as a necessary evil. They know there is some expense associated with it, but...
High Agent Turnover

High Turnover: Are Your Core Agents Suffering?

When agents leave there is a tangible and measurable cost to replace them. What cannot be measured easily is the effect of turnover on...
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...