Workforce Management (WFM) and Shrinkage


In this video we look at shrinkage and how it impacts contact centres.

We asked a number of experts in workforce management for their definition of the term shrinkage. Includes interviews with Krzyś Leśków of Genesys as well as Paul Weald and Andy Turner of ProtoCall One.

This videoCast was filmed at the ProtoCall One Genesys Workforce Management User Group.

Click here to use our Call Centre Erlang Staffing Calculator – including Shrinkage

Published On: 26th Jan 2011 - Last modified: 25th Jan 2022
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