A leader-level discussion on uncovering the hidden risks in your staffing plans, cost forecasts, and service commitments. What You'll Learn Shrinkage is one of the most influential drivers of contact center performance, yet it is often treated as a single, blended assumption. For senior leaders, this simplification quietly introduces risk into staffing plans, cost forecasts, and service commitments. When assumptions don’t match reality, the gap creates immediate exposure: sta
