Why is Managing Call Center Attrition like “The Witcher”?

Have you had a chance to see “The Witcher” season 1 or 2?  It is a medieval fantasy series on Netflix.  It has proven to be a top-rated series pitting good against evil or, more often, evil vs. evil.  In binge-watching season 2, I started thinking about what lessons could be gleaned from this show relating to agent retention…

Why are poor performing agents like a kidney stone?

Both are a pain in the side. I am a big fan of dad jokes and this one was told to me by a coworker after I had recently experienced the passing of a painful kidney stone. A couple days after my experience, I saw an article in my LinkedIn feed about the Artificial Intelligence vs Human debate that is so popular these days.