If you're managing some type of customer support operation or contact center using spreadsheets, shared drives, and a mashup of single-purpose solutions, you're fighting an uphill battle.
These tools may have done the job in the past, but in today's fast-paced world, they're a bit like using dial-up internet.
Let's look at the impact on your business and what you can do about it.
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Quality Assurance, or Quality Management, has its own unique flavor in service businesses like contact centers, customer support, financial back office operations, or insurance claims management, compared to how it works in manufacturing or software development companies.
Here's How
Voluntary employee turnover can have a major impact on any kind of business. While the specific cost of replacing an individual employee will vary based on industry and employee role, the price tag of employee turnover can easily exceed thousands of dollars. Estimates from Gallup put the annual cost of voluntary turnover in U.S. businesses at $1 trillion per year.
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