How To Improve Capacity Planning Accuracy
An accurate and optimized capacity plan is essential for effective contact center operations.
How To Improve Capacity Planning Accuracy
How should you determine a target Average Handle Time (AHT) for fully proficient agents?
MYTH #6: There’s little value in planning for attrition
The Importance of Shrinkage
Does workforce planning matter to CFOs?
What metrics are important to which people within a contact center?
MYTH #5: Attrition costs $5,000-$10,000 a person
MYTH #4: It is impossible to estimate inefficient and lost productivity costs
MYTH #3: The cost of nesting is merely wage x hours
MYTH #2: The cost to onboard and train is wage x hours
MYTH #1: It costs $4,683 to hire a contact center agent
Why retaining contact center staff must be your top priority
Should you hire ahead of attrition?
How does your organization measure up in workforce management?
Why we need capacity planning
2022/2023 Roadmap of New Features
The Key Drivers of Average Handle Time (AHT)
Capacity planning and the impact of getting it wrong
What Is an Acceptable Call Centre Waiting Time?