Insights, opinions and a point of view from a call center, contact center and customer experience consulting veteran related to call centers, contact centers, customer service and customer satisfaction based on 35+ years of industry knowledge and experience.
Tuesday, December 18, 2018
Resolving the Riddle of Retention
By: Colin Taylor The downside of a strong economy is low unemployment and job shortages. A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist […]