📢 Webinar: Rethinking Shrinkage: Where Assumptions Create Operational & Financial Exposure. Feb 11th at 12PM ET. Save your seat
What We Will Explore
​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, that simplification can quietly introduce risk into staffing plans, cost forecasts, and service commitments. ​When assumptions don't match reality, the gap quietly creates exposure. Staffing plans fall short, cost forecasts drift, and service commitments come under pressure.
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In this session, Cinareo is joined by experienced contact center practitioners Zakaria Berrada and Les Nichols to examine shrinkage through a leadership lens. We will move beyond the basic definitions to explore how seemingly reasonable planning decisions can create unintended operational and financial risk.
Why shrinkage assumptions matter at the leadership level
Productivity Gap: Visualizing why 40 paid hours does not equal 40 productive hours.
Understanding where the shrinkage risk actually sits in the contact center
Shrinkage in practice: A leadership perspective
Exclusive Giveaway
All attendees will receive early access to the Cinareo Shrinkage Diagnostic, a tool designed to help you assess the maturity and risk level of your current planning assumptions.
Who Should Attend
This session is designed for decision-makers who approve, manage, or rely on contact center planners:
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Senior Contact Center Leaders: To understand the cost and service implications of shrinkage.
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VP/Directors of Operations: To gain visibility into where operational risk is concentrated.
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WFM & Planning Leaders: To validate their models against industry realities.
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We encourage leaders to attend alongside their WFM or planning teams to establish a shared language around risk.
