Resources: Blogs and white papers

Contact centers that fail to plan for attrition will suffer significant financial and workplace consequences. It costs the 100-seat...

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...

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...

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...

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...