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 […]

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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 […]

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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 […]

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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 […]

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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, […]

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Can Lower Call Center Turnover Rates Improve Customer Experience?

Monday, June 5, 2017 Employee Turnover, Customer Experience

call center turnover rates

We talk often about the intersection point of call center attrition and improved customer experience, and rightfully so. Customer experience is a big deal for brands these days — supposedly 74% of executives make it a priority now — and while there are different ROI metrics tying customer experience to the bottom line, the overall […]

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