The Leading Contact Centre Magazine

Articles about Shrinkage

What Is the Difference Between Occupancy and Utilisation?

23,398

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Contact Centre Forecasting: Closing the Staffing Gap

685

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An arrow moves from left to right, with words for the industry standards such as KPIS, metrics surrounding the arrow

What Are the Industry Standards for Call Centre Metrics?

56,226

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The Biggest Cause of Call Centre Shrinkage (And How to Eliminate It)

2,308

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The Erlang C Formula

Erlang C Formula – Made Simple With an Easy Worked Example

119,104

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Erlang Calculator

Erlang C Calculator Excel – Including Shrinkage

462,001

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10 Things You Need When Calculating How Many Contact Centre Advisors You Need

5,831

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Call Centre Erlang Staffing Calculator – v 4.2 – With Abandons and Day Planner

118,643

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What Is an Erlang Calculator?

38,871

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A man holds an ipad, whilst standing in front of a chalk board

How to Work Out How Many Staff You Need in a Contact Centre

110,085

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A wooden balance with 3 yellow pieces out weighed by one orange piece

How to Calculate Contact Centre Shrinkage

229,735

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11 Top Tips for Spreadsheet Forecasting in Excel

5,036

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FAQs – Call Forecasting With Spreadsheets

11,365

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An animated hand presses a calculator resting on a notepad

How to Calculate Schedule Efficiency

7,995

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15 Scheduling Mistakes You Need to Avoid at All Cost

5,638

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2 Minutes on… Shrinkage

5,994

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Top Tips for Improving Contact Centre Shrinkage

34,982

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What-is-your-rate-of-shrinkage

The Average Rate of Contact Centre Shrinkage is around 30%

1,035

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Trade Secrets: How to Get the Best Out of Your WFM Software

6,178

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How to Deal with Long Queues in the Contact Centre

26,493

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