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Reducing call center shrinkage: Identifying the causes and finding how to solve them

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Brynn Gaeta

Team Lead, Support QA and Development

6 Reducing shrinkage header

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Contact Center Operations

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Screenshot of a heatmap showing call volume patterns and average speed to answer in the Dialpad contact center

Screenshot of Real-time Assist (RTA) cards in Dialpad, created by admins to automatically guide contact center agents during calls

Call center shrinkage agents calculation

Call center shrinkage hours calculation

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