What is the Business Impact of Attrition in Outsourced Contact Centers?




A recent Everest Group study on attrition in Outsourced Contact Centers finds that there has been a significant shift from thinking in terms of "cost," to realizing the link to business outcomes, as viewed through the lens of customer experience. In other words: Clients are recognizing Contact Center Outsourcing as a strategic investment that impacts future growth. Everest’s research has resulted in a series of reports that explore attrition as a strategic management issue, particularl...
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