Forecasting Agent Shrinkage
Empowering contact center excellence for 30 years!

Forecasting Agent Shrinkage

Do you forecast agent shrinkage?

ICMI recently asked community members if they forecast for agent shrinkage.  69% said yes, 8% said no, and 24% said they don't, but would love to learn how.  If you're in the latter group, be sure to check out the WFO Insider next Tuesday, as Jeff Bretana, Business Operations Analyst III for Workforce Management at Navy Federal Credit Union, discusses forecasting agent shrinkage.

Topics: Workforce Management, People Management


More from Erica Strother Marois


Leave a comment

Please sign in to leave a comment. If you don't have an account you can register for free here.

Forgot username or password?



What is your contact center's number one priority for 2017?

Improving the customer experience
Improving employee engagement
Implementing new channel(s)
Implementing new technology
Streamlining/improving processes
More Polls