Resources: Blogs and white papers

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 They often rely on outdated methods and reactive decision-making.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

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...

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...