Is Capacity Planning Redundant if AI is Involved?
Capacity planning remains relevant in contact centers even if AI is involved, and it can take on a different but crucial role.
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Unlock the keys to contact center success with our latest thought leadership paper "Navigating Contact Center Success: The Strategic Imperative of Effective Capacity Planning" by Dr. Mark Alpern Download the white paper
Karen Elliott
- Jan 2
- 2 min
2024 Cinareo Product Roadmap
Read about the 4 key enhancements within our 2024 roadmap to make capacity planning even better.
Mark Alpern
- Dec 11, 2023
- 2 min
The Benefits of Dynamic Capacity Planning for Better ROI
Effective capacity planning is instrumental in modeling the Return on Investment (ROI) of improvement opportunities within your contact...
Karen Elliott
- Dec 5, 2023
- 2 min
Are there any benefits to hiring ahead of attrition?
Hiring ahead of attrition in a contact center can offer several benefits...
Mark Alpern
- Nov 8, 2023
- 3 min
Should capacity planning be a collaborative activity?
Capacity planning involves multiple stakeholders across various departments and functions working together to assess, forecast, allocate,...
Mark Alpern
- Oct 23, 2023
- 2 min
Top 10 Reasons to Consider Shrinkage in Resource Planning
Shrinkage is a crucial factor to consider when developing a capacity plan for a contact center. What is Shrinkage? Shrinkage refers to...
Mark Alpern
- Sep 13, 2023
- 3 min
How To Improve Capacity Planning Accuracy
An accurate and optimized capacity plan is essential for effective contact center operations.
Mark Alpern
- Sep 1, 2023
- 3 min
How should you determine a target Average Handle Time (AHT) for fully proficient agents?
An accurate and optimized capacity plan is essential for effective contact center operations.
Mark Alpern and Brent Holland
- Jul 6, 2023
- 2 min
MYTH #6: There’s little value in planning for attrition
Contact centers that fail to plan for attrition will suffer significant financial and workplace consequences. It costs the 100-seat...
Mark Alpern
- Jun 27, 2023
- 4 min
The Importance of Shrinkage
Understanding the factors that make up shrinkage - or non-productive time - in your contact center operation is vital.
Mark Alpern
- Jun 16, 2023
- 3 min
Does workforce planning matter to CFOs?
If you are a Chief Financial Officer (CFO), then effective workforce planning in a contact center environment should matter to you. There...
Mark Alpern
- Jun 12, 2023
- 3 min
What metrics are important to which people within a contact center?
In an article published by Call Centre Helper, 294 contact center professionals were asked what contact center metrics were most...
Mark Alpern and Brent Holland
- Jun 8, 2023
- 2 min
MYTH #5: Attrition costs $5,000-$10,000 a person
Attrition is one of the contact center industry’s biggest and most controllable problems. The constant outflow of talent erodes margins,...
Mark Alpern and Brent Holland
- May 31, 2023
- 2 min
MYTH #4: It is impossible to estimate inefficient and lost productivity costs
Contact centers rarely use new-hire learning curve data to estimate lost productivity and create a capacity plan. Learning curve data...
Mark Alpern and Brent Holland
- May 25, 2023
- 2 min
MYTH #3: The cost of nesting is merely wage x hours
Nesting refers to on-the-job training that follows classroom instruction. Nesting usually lasts one to four weeks. Agents interact with...
Mark Alpern and Brent Holland
- May 16, 2023
- 1 min
MYTH #2: The cost to onboard and train is wage x hours
Onboarding introduces new hires to the company, and training prepares them to perform the job. Contact centers make significant...
Mark Alpern and Brent Holland
- May 10, 2023
- 2 min
MYTH #1: It costs $4,683 to hire a contact center agent
Is this plausible? Contact centers depend on frontline workers to create exceptional customer experiences (CXs). However, with average...
Mark Alpern
- May 4, 2023
- 2 min
Why retaining contact center staff must be your top priority
Employee attrition affects every contact center, but few realize how much it costs.
Karen Elliott
- Mar 16, 2023
- 3 min
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...
Mark Alpern
- Feb 6, 2023
- 2 min
How does your organization measure up in workforce management?
Workforce management consists of three key disciplines of workforce management that must be mastered.
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