Managing Attrition in the Contact Center
Defining & discussing call center attrition
There’s no doubt about it. Attrition costs money. And with no standard definition, calculating and comparing attrition is not easy. Some would even call it a "fun with numbers" exercise.
Partnering with the Everest Group, global outsourcer TELUS International offers readers a working discussion for:
- Defining & capturing attrition rates
- Calculating attrition – formulas
- Managing the impact of attrition
- Reducing attrition for a better customer experience
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