agent attrition

Posted on January 17, 2020 in agent attrition • Agent Experience • Call Center Consulting • Call Center Management • Call Center Performance • Contact center consulting • Contact Centre Ops • Employee Engagement • Employee Experience • People management • Training • WFM

Tags: Attrition• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Leadership• Training• WFM

by JD Fairweather For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. The good news is it’s not too late to course correct. So, looking ahead to a simpler, resolute future, here are three areas […]

Posted on November 26, 2019 in agent attrition • Agent Experience • Business continuity • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Employee Engagement • Employee Experience

Tags: #callcenter• #contactcenter• Attrition• Call Center Consulting• Contact Center Consulting• Contact Center Management• WFM

by JD Fairweather The revolving door of employee turnover is a source of frustration for any organization. For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well. According to research conducted by The Quality Assurance & […]

Posted on November 21, 2019 in agent attrition • Agent Experience • Call Center Consulting • Contact center consulting • Customer Experience • Customer Experience Management • Employee Engagement • Employee Experience • Leadership • Occupancy • retention • Turnover • WFM

Tags: #callcenter• #contactcenter• #retention• Attrition• Call Center Consulting• Contact Center Consulting• Contact Center Management• WFM

By Peg Ayers   Record low unemployment has created new emphasis on employee retention in contact center operations throughout Canada and the United States.  With payroll as their biggest expense, contact center operators are searching for ways to retain their good employees and save the thousands of dollars it costs them for each one they […]

Posted on November 01, 2019 in agent attrition • Agent Experience • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Customer Experience Management • Incentives • Leadership • People management • retention • WFM

  Taylor Reach Group, Inc., an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention. The US-based client provides customer care and account receivables management services to some of the most respected […]

Posted on February 12, 2019 in agent attrition • Contact Center • Employee Engagement • Employee Experience • Occupancy • retention • Turnover

By John Cockerill In Colin Taylor’s recent article, “Resolving The Riddle Of Retention,” he speaks about the cost of attrition and the many factors that affect it. This article outlines how to do both a simple estimate of that cost and more complex calculations to undertake for a center. First, let’s outline a simple estimate […]

Posted on May 02, 2018 in agent attrition • Metrics • Turnover • WFM

By: Peg Ayers & Turaj Seyrafiaan Definition: The percentage of staff who leave the Contact Center, voluntarily or involuntarily, over a period of time. Calculation: (Total number lost/Average total staff) X 100 Example: The total staff at the beginning of the month is 90 and at the end is 110, so the average staff for […]