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 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

Why Complex Tools Miss the Mark and How to Find What Works , a thought leadership paper by  Karen Elliott . Unnecessarily complex...

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 They often rely on outdated methods and reactive decision-making.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

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...

Unlock the keys to contact center success with Cinareo’s latest thought leadership paper, Navigating Contact Center Success: The Strategic Imperative of Effective Capacity Planning  by Dr. Mark Alpern . Dive into the critical importance of disciplined and iterative capacity planning across short-, medium-, and long-term horizons, and discover how data granularity, statistical accuracy, and error measures shape effective planning strategies. Explore the multifaceted benefits

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...