Posts in category Scheduling

How to Include Shrinkage in Your Planning Process

Charles Watson Scheduling Jun 13, 2019 8 min read

Shrinkage is one of the most important components for developing a staff plan in a contact center. Next to volume and handle time, it has the largest impact on your overall staffing requirements. However, you need to spend some time on this critical metric if you want to get it right. Here’s how.

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