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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.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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