A lot of businesses think they need to spend all day getting new customers. However, according to Harvard Business Review, “Acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” That means more time should be spent on making existing customers happy and excited to continue doing […]

Contact Center Pipeline, in its survey, reports contact center leaders see agent turnover as their primary challenge. The same survey respondents offer a glimpse of a silver lining. They intend to emphasize coaching and development in an attempt to lower turnover rates. But this doesn’t give much insight into why agents leave contact centers. The […]