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Join date: May 12, 2023
Posts (6)
Jul 6, 2023 ∙ 2 min
MYTH #6: There’s little value in planning for attrition
Contact centers that fail to plan for attrition will suffer significant financial and workplace consequences. It costs the 100-seat...
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Jun 8, 2023 ∙ 2 min
MYTH #5: Attrition costs $5,000-$10,000 a person
Attrition is one of the contact center industry’s biggest and most controllable problems. The constant outflow of talent erodes margins,...
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May 31, 2023 ∙ 2 min
MYTH #4: It is impossible to estimate inefficient and lost productivity costs
Contact centers rarely use new-hire learning curve data to estimate lost productivity and create a capacity plan. Learning curve data...
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Mark Alpern and Brent Holland
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