Operations: Two industry veterans share their insights on using Benchmarks & Best Practices

Or say that the average contact center turnover is 65 percent. I’m just making up a number here. And your turnover is 50 percent. You could say, “Wow! I’m doing well.” But what if those 50 percent of your staffers are leaving because you have a terrible manager, and in a few months some of those who left file lawsuits against you? Still think your lower-than-average turnover rate is commendable?