Originally broadcast Monday 15th May 2023, 13:15

Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.  

As planners do we see time away from the operation mainly as a cost to control? Instead, how could we analyse where each different area of shrinkage time is adding value? We need to look from the colleague as well as the customer and commercial point of view.

Dave Vernon explores how we can look at shrinkage as a value not a loss, and change how we think about shrinkage targets.