The Agent Turnover Tornado: This Hurricane Can Hurt You

Four Ideas to Help Retool Your WFM Planning for the Coming Storms I was struck by a report that tornadoes were spawned from Hurricane Harvey in Texas. As if a hurricane is not already too much! The idea that a concentrated danger can be found within a broader ...
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What is Your Cost of Turnover? and why you should know it

Do you know what your true cost of turnover is? When I ask this question to groups of call center managers, few raise their hands. Yet it is important to know how much it costs to recruit, on-board and train agents for two main economic reasons: a) turnover ...
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