Sponsored by

Las Vegas Convention Center

April 26th & 27th 2023


Apr 26 & 27 / 2023

LVCC, Las Vegas

Mark Alpern: Speaking at the Call and Contact Center Expo USA

Mark Alpern

Cinareo Solutions Inc.

The Hard and Hidden Costs of Attrition in Contact Centers

Agent attrition is arguably the most significant unwanted expense in the contact center industry. Yet, few executives know attrition’s monetary impact because most estimates exclude its hidden and indirect costs, causing an underestimate of $6,000 to $10,000 per agent.

Miscalculating attrition-related costs creates a false sense of security that undermines decision-making and capacity planning. In this session, we will separate fact from fiction by discussing six widely-held myths about the cost of attrition. Attendees will learn a more accurate way to calculate their center’s hiring, training, nesting, and attrition expenses.