Defining and Discussing Contact Center Attrition

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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