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Churn

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ALSO CALLED: Churning, Customer Churning, Carrier Switches (Churn)
DEFINITION: Churn rate is a measure of customer or employee attrition, and is defined as the number of customers who discontinue a service or employees who leave a company during a specified time period divided by the average total number of customers or employees over that same time period. For example, churn rate has been an ongoing concern of telephone and cell phone services in areas where several companies  … 
Definition continues below.
ChurnReports
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6 best practises for a new model of employee engagement
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6 Secrets to Offering Exceptional Customer Service
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WHITE PAPER: There is always room for improvement in serving your customers.  In a poll, only 7% of customer experiences exceeded their expectations.  In this eBook, we'll show how your customers, employees and brand can come together to earn a "customer for life." Download now.
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Jive Software

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WHITE PAPER: 45% of customers reporting that better service options would have made a difference in their decision to switch away from a company. View this whitepaper now to discover 7 top tips on how to modernize, streamline, and simplify your contact center to keep up with customer expectations.
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Genesys

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WHITE PAPER: In this informative resource, discover the 7 key components to look for in a managed file transfer solution, including file governance and control, visibility, and end-to-end management.
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Automic

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WHITE PAPER: Access this guide that provides 7 key capabilities that you need to automate your business processes end-to-end. Learn how to regain control, shorten processing times, and make those last minute scrambles to meet deadlines a thing of the past with these 7 capabilities.
Posted: 22 Sep 2014 | Published: 22 Sep 2014

Automic

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IT BRIEFING: This research from management consultants, Xantus, shows that while there is still a lack of clarity and a reluctance to fully commit to the cloud, there is a general acceptance from CIOs of the benefits and a growing commitment to develop those benefits.
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ComputerWeekly.com

5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know
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WHITE PAPER: This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.
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eGain Communications Corp.

6 Hidden Secrets to Offering Exceptional Customer Service
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7 Habits of Highly Effective Contact Centers and Help Desks
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WHITE PAPER: In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.
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7 Ways Video Can Fuel Customer Engagement, Conversion and Acquisition
sponsored by Limelight Networks, Inc.
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Limelight Networks, Inc.

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Salesforce.com

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eGain Communications Corp.

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WHITE PAPER: This brief white paper covers 9 critical capabilities to demand from your interactive voice response (IVR) cloud hosting provider.
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Voxeo

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WHITE PAPER: Putting together a business case does not rank high on most IT executives’ list of favorite activities. But the ability to put together a compelling case is now more than ever a core competency. This paper explains how you can significantly increase your chances of approval if you follow the nine steps provided within.
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IBM

A 360° Approach for Analyzing the Voice of the Customer Across Multiple Communications Channels
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WHITE PAPER: The way you strategize your customer service and interactions is changing thanks to abundance of ways for your customers to reach your business. Read this white paper to learn how to adapt to these changes.
Posted: 03 Nov 2011 | Published: 03 Nov 2011

Verint Systems

A Brazilian company adopts IBM System z to handle rapid business growth
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WEBCAST: This on-demand video case study explains how Sicoob, Brazil's largest cooperative credit system, achieved high performance and scalability by investing in the right server platform, allowing the company to accommodate business growth.
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IBM

A Comprehensive Best Practice Approach to Business Resilience and Risk Mitigation
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WHITE PAPER: This white paper serves as a comprehensive, best-practices approach to business resilience and risk mitigation. Common types of risk and the steps organizations must take to develop an effective risk mitigation strategy are discussed.
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IBM

A contact center manager's guide to integrating self-service
sponsored by KANA
EBOOK: Leveraging self-service technologies in your contact center can significantly reduce costs, but successful implementation is tricky. Gain expert advice on how to ensure your self-service contact center initiative is a success. Read on to learn self-service contact center best practices, how to obtain executive support, and more.
Posted: 15 Aug 2012 | Published: 01 Aug 2012

KANA

A contact center manager's guide to integrating self-service
sponsored by inContact
EBOOK: Do you feel pressured to provide great service while keeping costs down in your contact center? Self-service technology enables customers to resolve their own service questions without depleting agent resources. But deploying self-service technology raises many questions. Learn best practices and tap into expert advice with this eBook.
Posted: 04 May 2011 | Published: 04 May 2011

inContact

A FIRST LOOK AT ORACLE BPM SUITE 11G
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WHITE PAPER: Read this white paper to explore the advanced features and capabilities offered in Oracle's BPM Suite 11g and discover the advantages it can offer your organization.
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Oracle Corporation

A New Model for Healthcare Transformation
sponsored by Dell, Inc.
WHITE PAPER: This paper provides an overview of the major issues that are driving support for care transformation. More importantly, it outlines an approach for achieving value from the IT investments made by health care organizations in support of transformation initiatives.
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Dell, Inc.

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Hewlett-Packard Company

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IBM

A Premium on Efficiency: Midsize Manufacturers Confront the Obstacles to Growth
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Posted: 07 Aug 2009 | Published: 07 Aug 2009

SAP America, Inc.
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CHURN DEFINITION (continued): … Churn rate is a measure of customer or employee attrition, and is defined as the number of customers who discontinue a service or employees who leave a company during a specified time period divided by the average total number of customers or employees over that same time period. For example, churn rate has been an ongoing concern of telephone and cell phone services in areas where several companies compete and make it easy to transfer from one service to another. Changes in a business' churn rate can provide feedback for a company as it may indicate customer response to service, pricing, competition and so on, as well as the average length of time an individual remains a customer. As such, churn rate is an important business metric. To estimate future churn rates, predictive technology is sometimes applied, in a process known as predictive churn modeling.

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