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Resources: Blogs and white papers
Mark Alpern
Feb 6, 20232 min read
How does your organization measure up in workforce management?
Workforce management consists of three key disciplines of workforce management that must be mastered.
Mark Alpern
Nov 15, 20223 min read
Why we need capacity planning
A comprehensive capacity plan is at the heart of building a well-resourced team of appropriately skilled agents...
Karen Elliott
Oct 27, 20222 min read
2022/2023 Roadmap of New Features
Take a look at some of our key features on our 2022/23 roadmap that will help make capacity planning even easier.
Mark Alpern
Sep 6, 20222 min read
The Key Drivers of Average Handle Time (AHT)
Many organizations fail to understand the drivers of AHT and therefore under or over-estimate the forecasted AHT, resulting in inaccurate...
Mark Alpern
Aug 30, 20222 min read
Capacity planning and the impact of getting it wrong
Capacity management is crucial for contact centers for optimizing resources to meet work volumes while minimizing operating costs.
Karen Elliott
Aug 18, 20221 min read
What Is an Acceptable Call Centre Waiting Time?
It is the norm for call centres to have a goal of answering 80% of their calls in 20 seconds. Are there benefits to shortening or perhaps...
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