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Pombriant, Denis
September 2007
CRM Magazine;Sep2007, Vol. 11 Issue 9, p12
Trade Publication
The article examines what causes persistently high rates of attrition in contact centers. A variety of issues impact attrition in a contact center. They includes new agents who were improperly trained, the job expectations of new agents were not properly set, the interview process was flawed and the prospective agents' skills and backgrounds were not well matched to a particular job.


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