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Articles - Shrinkage

Discover our range of materials on shrinkage management in contact centres, to help reduce absenteeism and optimise staffing levels.

Video Image: Top Tips for Managing Shrinkage

Four Tips to Manage Shrinkage

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Planning for Schedule Variance

The Shrinkage Formula Article Image

What is Call Centre Shrinkage and How to Calculate It?

shrinkage pie

What Is Shrinkage?

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Excel Based Erlang Calculator for Contact Centres – with Maximum Occupancy

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What is the Difference Between Absenteeism and Shrinkage?

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Adding Shrinkage to Workload FTE

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Relationship of Shrinkage and Phone Occupancy

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How to Calculate Staffing in a Contact Centre

What Is Call Centre Shrinkage and How to Reduce It

What Is the Difference Between Occupancy and Utilisation?

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What Are the Industry Standards for Call Centre Metrics?

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

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Erlang C Formula – Made Simple With an Easy Worked Example

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

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Call Centre Erlang Staffing Calculator – v 5.0 – With Abandons and Day Planner

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What is Erlang and the Erlang Calculator?

11 Top Tips for Spreadsheet Forecasting in Excel

FAQs – Call Forecasting With Spreadsheets

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How to Calculate Schedule Efficiency

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15 Scheduling Mistakes You Need to Avoid at All Cost

Top Tips for Improving Contact Centre Shrinkage

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

How to Deal with Long Queues in the Contact Centre