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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Can Lower Call Center Turnover Rates Improve Customer Experience?

Monday, June 5, 2017 Employee Turnover

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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Employee Engagement Software: The Obvious Answer To Call Center Turnover

Friday, May 26, 2017 Employee Turnover

call center turnover

Meet our friend Norm. Norm is not a regular in a Boston bar, although he was a bit of a drinker in college. (That’s neither here nor there.) A capable professional now, he’s second-in-command to the CFO at a $100M revenue company producing The Finest Widgets in all the land. They have several call centers, […]

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4 Ways To Reduce Call Center Turnover Rates And Improve Customer Loyalty Like A Boss

Wednesday, May 10, 2017 Employee Turnover

improve customer loyalty

Let’s start with a couple of held-to-be-self-evident truths. Most executives want — and are ultimately bonus’ed off of — customer growth, and taught that one path to it is to improve customer loyalty. And while not every executive believes the call center can drive revenue growth (hint: it can), smarter ones realize there are gains […]

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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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