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title: Attrition Isn't Your Real Problem
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This will erode your margins. What churn actually reveals about CX performance. It’s a hurting revenue and is a major risk. ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­  

| View in browser To the leaders building trust at scale,   In a CX world racing toward automation, one number keeps breaking the model:   Agent attrition isn’t just a workforce issue. It’s a revenue and trust issue.   In contact centers, turnover doesn’t just increase costs — it quietly erodes customer confidence, consistency and long-term retention. And as AI deflects more transactional work, the remaining human interactions matter more than ever.   Annual agent attrition still tops 30% across contact centers. In many industries, it’s far higher.   Every agent lost drains between $10,000 and $20,000 once you count recruiting, onboarding, training and lost productivity.   But the bigger risk is what walks out the door with them: trust, quality and your best shot at long-term customer loyalty.   This month’s Market Pulse breaks down: Why attrition is a lagging indicator of deeper CX risk How time-to-proficiency impacts revenue more than most leaders realize Why “hiring faster” often accelerates churn instead of fixing it Read the January Market Pulse → If you’re still planning for 2026, this is a conversation worth having early.   Warm regards,   Gary Ash Chief Revenue Officer, Working Solutions   Celebrating 30 years of trusted, onshore contact center excellence.  2025 in Perspective: What Last Year Reinforced About CX   One takeaway from 2025 stood out:   Contact center performance compounds when people are supported, prepared and trusted.   Throughout the year, our leadership team explored this through: Confidence and workforce strategy during uncertainty Operational excellence as a bankable advantage Continuous education as a driver of sustained performance The conclusion was consistent: Exceptional CX is built deliberately — through aligned people, processes and technology.   Ready to Elevate Your CX Let's discuss how to apply these insights to your business Schedule a Free Consultation → Subscribe to the Solutions Spotlight - LinkedIn Edition for monthly insights and updates, straight to your feed Subscribe → Gary Ash Chief Revenue Officer for Working Solutions Attrition Is Costing You $20,000 Per Agent   Attrition doesn’t just raise hiring costs. It undermines CX quality, customer trust and revenue durability — especially as AI reshapes service journeys.   In January’s Market Pulse, Gary Ash breaks down why retention is no longer an HR metric, but a core revenue decision.   Read the January Market Pulse → Featured Insight: Operational Excellence in Action   Operational excellence isn’t a slogan — it’s how performance shows up when it matters most.   See how Working Solutions turns people, process and technology into measurable contact center results across complex, high-stakes environments — without compromising the human experience. Explore Operational Excellence in Action →   Working Solutions, 6275 W. Plano Parkway, Plano, Texas 75093 sales@workingsol.com      \|     workingsolutions.com Unsubscribe      \|     Manage Preference |
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