The Ultimate Guide to Contact Center Shrinkage

The most tedious tasks of call center workforce management involve forecasting workload and calculating base staff requirements. Once you have your forecast and staffing calculations right, the last step is to include staff shrinkage to finalize your schedule requirement

This guide will help you understand Shrinkage:

  • What is Shrinkage
  • How to calculate it
  • How to apply it properly within your schedules
  • Tips to minimize it

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