Date: Wednesday, February 11, 2026
Time:  12:00 pm ET

Rethinking Shrinkage: Where Assumptions Create Operational & Financial Exposure

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.

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.

Click here to register:  https://www.cinareo.com/webinars/rethinking-shrinkage-in-contact-center?utm_source=swpp&utm_medium=eventspage&utm_campaign=sponsor