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

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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