Resources: Blogs and white papers

In an article published by Call Centre Helper , 294 contact center professionals were asked what contact center metrics were most...

Attrition is one of the contact center industry’s biggest and most controllable problems. The constant outflow of talent erodes margins,...

Contact centers rarely use new-hire learning curve data to estimate lost productivity and create a capacity plan. Learning curve data summarize the time it takes for a new agent to perform proficiently. Mark Alpern estimates that, in the first year of employment, new hires are 67% as efficient as agents with at least one year of tenure. Learning curve results for 1,800 agents from eight centers appear in the chart below. On average, agents are 53% as efficient in the first

Nesting refers to on-the-job training that follows classroom instruction. Nesting usually lasts one to four weeks. Agents interact with...

Onboarding introduces new hires to the company, and training prepares them to perform the job. Contact centers make significant...

Is this plausible? Contact centers depend on frontline workers to create exceptional customer experiences (CXs). However, with average...

Employee attrition affects every contact center, but few realize how much it costs.

Hiring ahead of attrition in a contact center is important because it helps maintain a consistent level of service and performance, even in the face of employee turnover. When a contact center experiences attrition, it can take time to find and train new employees to replace those who have left. This can result in a temporary decrease in service levels, longer wait times for customers, and decreased employee morale. By hiring ahead of attrition, a contact center can proactive

Workforce management consists of three key disciplines of workforce management that must be mastered.

A comprehensive capacity plan is at the heart of building a well-resourced team of appropriately skilled agents...

Take a look at some of our key features on our 2022/23 roadmap that will help make capacity planning even easier.

Many organizations fail to understand the drivers of AHT and therefore under or over-estimate the forecasted AHT, resulting in inaccurate...

Capacity management is crucial for contact centers for optimizing resources to meet work volumes while minimizing operating costs.

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...