Major Findings From Tenacity Attrition Survey Results

Thursday, July 6, 2017 Employee Turnover

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

Monday, June 26, 2017 Employee Turnover

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

Monday, June 12, 2017 Agent Attrition

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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You Don’t Buy Based On ROI

Monday, April 24, 2017 Costs and Measurement


First, a quick haiku:   Show me ROI. “Stakeholders” love to say it. It’s only Tuesday?   “ROI” is the thing in most companies, and that makes sense. Many companies are still run on cost-cutting measures almost exclusively, and in such an environment, any investment needs to have significant return to make logical sense to […]

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The Secret Places That Your Call Center Turnover Costs Are Hiding

Thursday, April 20, 2017 Employee Turnover

call center turnover

Let me guess. You think your call center turnover costs are not that bad. You walk around your call center every day going, “3k per person that walks out the door? Could be worse. It’s not really killing our bottom line.” Well, it is. The number most call center executives use is a figure based […]

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Since When Did Call Centers Drive Revenue Growth?

Wednesday, April 19, 2017 Employee Engagement

revenue growth

Weird business time we live in, to some extent: if you have revenue growth (or user base growth) but you lose money, you can still be a darling of investors. The examples are everywhere: Amazon essentially wasn’t profitable for 20 years. Wall Street still loved it. Uber lost about $1.2 billion in the first half […]

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