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Measuring Schedule Shrinkage in the Call Center

February 9, 2005

One of our new columnists on TMCnet is Charles Ciarlo, founder and CEO of Left Bank Solutions, who will be writing about Workforce Management.

Chuck's first article is:

Schedule Shrinkage Could Be Costing You a Fortune

"Shrinkage"�in a call center refers to�the time for which workers are paid but during which they are not available to take calls. Companies lose money because there are many hidden areas of shrinkage. One of the tasks of workforce management is to identify and handle the causes of shrinkage.

AB -- 2/9/05




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