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

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

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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.

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.