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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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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