Resources: Blogs and white papers

Manual capacity planning using Excel is costing you money. Every day that you delay adopting an automated capacity planning solution will...

If you’ve been following the rapid advances in AI, you’ve probably heard about how chatbots and automated systems are bound to wipe out...

Ah, the contact center—where "Your call is important to us" often feels like the world's longest-running joke. But fear not! The days of...

"The strategic role of multi-skilling in contact centers: opportunities, challenges and implications"  by  Dr. Mark Alpern . Contact...

Unlock the keys to contact center success with Cinareo’s latest thought leadership paper, Mastering the Art of Capacity Planning in...

Unlock the keys to contact center success with Cinareo’s latest thought leadership paper, Navigating Contact Center Success: The...

Capacity planning remains relevant in contact centers even if AI is involved, and it can take on a different but crucial role.

Read about the 4 key enhancements within our 2024 roadmap to make capacity planning even better.

Effective capacity planning is instrumental in modeling the Return on Investment (ROI) of improvement opportunities within your contact...

Hiring ahead of attrition in a contact center can offer several benefits...

Capacity planning involves multiple stakeholders across various departments and functions working together to assess, forecast,...

Shrinkage is a crucial factor to consider when developing a capacity plan for a contact center. What is Shrinkage? Shrinkage refers to...

An accurate and optimized capacity plan is essential for effective contact center operations.

An accurate and optimized capacity plan is essential for effective contact center operations.

Contact centers that fail to plan for attrition will suffer significant financial and workplace consequences. It costs the 100-seat...

Understanding the factors that make up shrinkage - or non-productive time - in your contact center operation is vital.

If you are a director or in C-suite, then effective workforce planning in should matter to you. There are many reasons why due attention...

In an article published by Call Centre Helper , 294 contact center professionals were asked what contact center metrics were most...

Attrition is one of the contact center industry’s biggest and most controllable problems. The constant outflow of talent erodes margins,...

Contact centers rarely use new-hire learning curve data to estimate lost productivity and create a capacity plan. Learning curve data...