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

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.

Many contact centers struggle with capacity planning. They often rely on outdated methods and reactive decision-making. While the...

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

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

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...