Live Session: Planning at the Speed of Change – Engine Case Study on May 14th at 1PM ET - Register now
Webinar Recording
Rethinking Shrinkage: Where Assumptions Create Operational & Financial Exposure
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: staffing plans fall short, cost forecasts drift, and service commitments come under pressure.
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In this session, Cinareo joins experienced contact center practitioners Zakaria Berrada and Les Nichols to examine shrinkage through a leadership lens. We move beyond basic definitions to explore how seemingly reasonable planning decisions 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
Who Should Watch
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 watch alongside their WFM or planning teams to establish a shared language around risk.
