Most contact center leaders believe they understand their labor model. Headcount is approved. Salaries are budgeted. Capacity is forecasted. And underneath it all sits a quiet assumption: 40 paid hours equals 40 productive hours. That assumption deserves scrutiny. As Mark Alpern , Co-Founder and COO at Cinareo, explained, “ When we talk about shrinkage, it’s really a generic term for non-productive time… it is as simple in principle, but complex in execution. ” The complexity
