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Contact Center Performance Management
Feb. 16, 2011
Scott McKinley
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What is shrinkage in contact centers and how do you measure it?
Shrinkage is simply the factors that keep your agents from being "productive" .... like Richard mentions in his post this includes vacation, illness, non-adherence to shift, etc. Other shrinkage factors that need to be considered are training, breaks, coaching sessions, etc. Once you identify all ... more
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