The Leading Contact Centre Magazine

Articles about Shrinkage

What Is the Difference Between Occupancy and Utilisation?

14,505

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Contact Centre Forecasting: Closing the Staffing Gap

491

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What Are the Industry Standards for Call Centre Metrics?

40,958

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

1,962

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The Erlang C Formula

Erlang C Formula – Made Simple With an Easy Worked Example

85,353

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Erlang Calculator

Erlang C Calculator Excel – Including Shrinkage

411,637

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

4,217

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

110,222

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What Is an Erlang Calculator?

31,053

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

81,296

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Abacus

How to Calculate Contact Centre Shrinkage

195,805

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11 Top Tips for Spreadsheet Forecasting in Excel

4,597

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FAQs – Call Forecasting With Spreadsheets

10,220

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An animated hand presses a calculator resting on a notepad

How to Calculate Schedule Efficiency

6,333

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15 Scheduling Mistakes You Need to Avoid at All Cost

5,225

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2 minutes on… Shrinkage

4,339

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Top Tips for Improving Contact Centre Shrinkage

32,176

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Recorded Webinar: Scheduling Masterclass

981

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What-is-your-rate-of-shrinkage

The Average Rate of Contact Centre Shrinkage is around 30%

946

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

6,088

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