Resources: Blogs and white papers

Key insights from Cinareo’s recent conversation with industry experts Mark Alpern and Daniel Piper This article is the first in a four-part series exploring key themes from Cinareo’s recent conversation with workforce planning experts Mark Alpern and Daniel Piper. Even the best workforce plans can fail if they start with unreliable data. That was one of the first realities acknowledged in a recent webinar , Why Workforce Plans Breakdown , where industry exper ts Mark Alpern a

Why Complex Tools Miss the Mark and How to Find What Works , a thought leadership paper by  Karen Elliott . Unnecessarily complex...

Simplicity in WFM Software Isn’t a Flaw… It’s What Sets the Best Apart By Karen Elliott, CEO, Cinareo You know the feeling. You’re...

By David Penn Posted on August 22, 2025 Introduction to Cinareo Solutions This week’s edition of Finovate Global features an interview...

In today’s fast-moving contact center world,  Workforce Management (WFM) maturity  is the difference between firefighting daily problems...

Many contact centers struggle with capacity planning. They often rely on outdated methods and reactive decision-making. While the...

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.