Articles - Shrinkage

Shrinkage can quietly undermine even the best workforce plans, affecting service levels, costs, and team morale. This page brings together expert articles, planning tools, and real-world guidance on how to measure, manage, and reduce shrinkage in contact centres. Learn how factors like breaks, training, absenteeism, and meetings impact staffing efficiency, and discover techniques to balance flexibility with accountability. With a mix of data-led insights and practical advice, these resources help you tighten control of your schedules and make your operation more predictable and resilient.