Forecasting Agent Shrinkage
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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

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QuickPoll

How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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