Resources: Blogs and white papers

Key insights from Cinareo’s recent conversation with industry experts Mark Alpern and Daniel Piper This article is the fourth and final part in our series exploring key themes from Cinareo’s recent conversation with workforce planning experts Mark Alpern and Daniel Piper. CFOs, Operations executives, and budget holders often sit at the critical point where workforce planning succeeds… or stalls. WFM teams build credible forecasts and thoughtful capacity plans, yet the plan lo

Key insights from Cinareo’s recent conversation with industry experts Mark Alpern and Daniel Piper This article is the third in a four-part series exploring key themes from Cinareo’s recent conversation with workforce planning experts Mark Alpern and Daniel Piper. Workforce planning often breaks down not because the work is done poorly, but because the connection between planning and execution is weak or inconsistent. In the earlier parts of this series, we explored how unrel

Key insights from Cinareo’s recent conversation with industry experts Mark Alpern and Daniel Piper This article is the second in a four-part series exploring key themes from Cinareo’s recent conversation with workforce planning experts Mark Alpern and Daniel Piper. Even accurate forecasts can collapse once they reach the operation floor. That paradox – doing everything right and still missing the mark  – was at the center of Cinareo’s recent discussion on why workforce plans

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 experts Mark Alpern a

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 with Karen Elliott, CEO and Co-Founder of Cinareo Solutions . Cinareo Solutions is based in Oshawa, Ontario, Canada. Founded in 2022, the company enhances workforce management platforms. It helps streamline contact center operations and mitigate risks. This is achieved by enabling precise resource allocation and data-driven decision-making.

Manual capacity planning using Excel is costing you money. Every day that you delay adopting an automated capacity planning solution will result in operational, financial and reputational costs.  Can you afford to wait? While Excel is a powerful tool with a wide range of capabilities, here are 8 reasons why it may not be the best option for capacity planning for your contact center:   1.    Lack of Automation Excel requires manual data entry and updates, which can lead to hu

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 endless hold music and robotic responses are disappearing faster than a voicemail icon when you finally check it. As we wrap up 2024, it's clear that the contact center industry has undergone significant transformation. The convergence of advanced technologies and evolving customer expectations has reshaped how businesses approach customer s

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.

Contact centers that fail to plan for attrition will suffer significant financial and workplace consequences. It costs the 100-seat center $25.52 in lost productivity every hour a seat goes unfilled. The worst-case scenario is a center that reacts after attrition occurs. If it takes 74 days to fill an opening with a trained agent, it costs the center $15,108 in lost productivity. Understaffing increases pressure on workers to maintain service levels and negatively affects CXs

Understanding the factors that make up shrinkage - or non-productive time - in your contact center operation is vital.

If you are a director or in C-suite, then effective workforce planning in should matter to you. There are many reasons why due attention...