Resources

Should you hire ahead of attrition?

Hiring ahead of attrition in a contact center is important because it helps maintain a consistent level of service and performance, even...

How does your organization measure up in workforce management?

Workforce management consists of three key disciplines of workforce management that must be mastered.

Why we need capacity planning

A comprehensive capacity plan is at the heart of building a well-resourced team of appropriately skilled agents...

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.

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...

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.

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...