2024 in review: Contact center trends & how they shape 2025
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...
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Resources: Blogs and white papers
Mark Alpern
Oct 311 min read
The strategic role of multi-skilling in contact centers: opportunities, challenges and implications.
"The strategic role of multi-skilling in contact centers: opportunities, challenges and implications" by Dr. Mark Alpern . Contact...
Mark Alpern
Apr 91 min read
Mastering the Art of Capacity Planning in Multi-Channel, Multi-Skill Contact Centers
Unlock the keys to contact center success with Cinareo’s latest thought leadership paper, Mastering the Art of Capacity Planning in...
Mark Alpern
Feb 281 min read
Navigating Contact Center Success: The Strategic Imperative of Effective Capacity Planning
Unlock the keys to contact center success with Cinareo’s latest thought leadership paper, Navigating Contact Center Success: The...
Karen Elliott
Feb 102 min read
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.
Karen Elliott
Jan 22 min read
2024 Cinareo Product Roadmap
Read about the 4 key enhancements within our 2024 roadmap to make capacity planning even better.
Mark Alpern
Dec 11, 20232 min read
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, 20232 min read
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, 20233 min read
Should capacity planning be a collaborative activity?
Capacity planning involves multiple stakeholders across various departments and functions working together to assess, forecast,...
Mark Alpern
Oct 23, 20232 min read
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, 20233 min read
How To Improve Capacity Planning Accuracy
An accurate and optimized capacity plan is essential for effective contact center operations.
Mark Alpern
Sep 1, 20233 min read
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, 20232 min read
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, 20234 min read
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, 20233 min read
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, 20233 min read
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, 20232 min read
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, 20232 min read
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, 20232 min read
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, 20231 min read
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...
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