How To Improve Capacity Planning Accuracy
An accurate and optimized capacity plan is essential for effective contact center operations.
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Articles
Mark Alpern
- Sep 1
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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.
Mark Alpern
- Nov 15, 2022
- 3 min
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, 2022
- 2 min
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, 2022
- 2 min
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, 2022
- 2 min
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, 2022
- 1 min
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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