Contact Center Attrition: How EmpireOneCX Gets It to 3.4% a Month | Fauad Nasir
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Gina Gibson questioned the number the first time she saw it. Fauad Nasir says the industry standard for agent attrition is about 5% a month. At EmpireOneCX, he puts it at about 3.4%.
His explanation is simple. When agents work within five miles of home, they show up on time and go home to their families at night. Pair that with AI that reviews every interaction instead of a sample, and the QA team finally has time to coach agents one on one.
Fauad also shares how one client moved to a blended model. Human agents answer first whenever they're available, and AI steps…
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