By June 24, 2014 Read More →

The Business Impact of Contact Center Attrition

contact center, attrition.Attrition is often considered a “canary in a coal mine”— an indicator of how effectively centers are run and their ability to deliver the desired customer experience outcomes. This study goes one step further and confirms the actual business performance impact associated with attrition.

Using quantitative methods, this report illustrates how attrition directly impacts both operational cost and the revenue generation potential of contact centers.

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