The BPO That Knows How To Get Ahead


As a company that focuses on call center employee quality of life and improving the bottom line for employers, we take pride in putting smiles on our customers’ faces. Unfortunately, the call center is a place where you rarely see employees smiling, because of the nature of the job – high stress, few opportunities to […]

Read More

Agent Retention: The Secret To Improve Customer Experience

Thursday, July 13, 2017 Agent Attrition, Customer Experience

agent retention

People seem very concerned with customer experience these days. There are conferences on it — like CX Week, which just happened at the end of May — and numerous niche publications and the always-willing “thought leaders” in the space. It’s definitely evolved, which is ironic in a way. Wasn’t customer experience always the idea? Didn’t […]

Read More

Major Findings From Tenacity Attrition Survey Results

Thursday, July 6, 2017 Employee Turnover, Costs and Measurement

We recently completed a survey with the Contact Center Networking Group, the industry professional network for the customer care service and contact center industry. The main results can be found in an infographic at the bottom of this post, but we’ll recap some of the key issues here. Calculating Costs is Complicated This topic has […]

Read More

The Cost Of Turnover Is Throat Punching Your Bottom Line

cost of turnover

We’re going to get a bit esoteric to start this one. Esoteric? About Cost of Turnover? This is from an article on The New Yorker’s website, published a little bit after the 2016 Presidential election. It’s by Om Malik, the founder of GigaOM, and it’s titled “Silicon Valley Has An Empathy Problem.” This part, in […]

Read More

How to Improve Customer Service With Employee Engagement Software

Thursday, June 15, 2017 Employee Engagement, Customer Experience

employee engagement software

At this point, we’ve blogged a bit about customer experience (a close cousin of customer service) and done even more on employee engagement. Might be time to find the intersection point of those issues. Because we’re self-absorbed (the millennial mindset?), let’s stay with us for one second. While you could argue that everything we do […]

Read More

Call Center Attrition Rates Are At An All Time Low. Lol JK.

Monday, June 12, 2017 Agent Attrition, Costs and Measurement

call center attrition rates

Call center attrition rates are going up before they go down, and that’s a challenging aspect for your business. Let’s walk through a few things you need to know here. First: the broader landscape. The average worker lasts about 4.2 to 4.6 years on the job right now across North America (all industries). In 2017, […]

Read More