Contact Center Retention: Get Ahead of Trouble by Pinpointing Front-Line Staff Concerns
Taylor Reach Group
NOVEMBER 21, 2019
In addition to their own wages and the cost of recruiting and training, a new hire increases costs through longer handle time and a lower resolution rate, lowers revenue during the learning curve, degrades customer/client goodwill through “rookie errors,” and hurts employee morale because of overwork and mandatory overtime.
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