Resolving the Riddle of Retention
Taylor Reach Group
DECEMBER 7, 2018
The average contact center attrition reported by ICMI was at 33% in 2017, up from 29% reported in 2016. It’s because we tend to look at occupancy across much broader time periods–heck, for the day it was only 73%–and we tend to track intervals based on whether we made or lost service level.
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