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Unlock the keys to contact center success with our latest thought leadership paper "Navigating Contact Center Success: The Strategic Imperative of Effective Capacity Planning" by Dr. Mark Alpern Download the white paper

Mark Alpern

Nov 15, 20223 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, 20222 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.

The Key Drivers of Average Handle Time (AHT)

Mark Alpern

Sep 6, 20222 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...

Capacity planning and the impact of getting it wrong

Mark Alpern

Aug 30, 20222 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.

What Is an Acceptable Call Centre Waiting Time?

Karen Elliott

Aug 18, 20221 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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