Contact Center Attrition and the RFP: You’re Asking the Wrong Questions
Blue Ocean
JANUARY 31, 2023
In our world, for example, we have both programs with attrition levels greater than 30% (where agents are dealing with angry consumers on every shift) and programs where attrition has held steady in the single digits for more than a decade (enterprise-level order management where agents rarely engage with someone who is upset or angry).
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