Resources: Blogs and white papers

Erlang still dominates contact center staffing. Abandonment and retrials are where many models break down.

By Mark Alpern, COO, Cinareo. This article reflects patterns we see repeatedly when reviewing real-world staffing models across contact center environments. In many of these environments, the largest source of staffing error is not forecast accuracy, but how abandonment and retries are treated, or ignored, in the underlying model. Despite decades of technological change in contact center operations, Erlang-based staffing models remain the de facto standard for determining f

Why Workforce Plans Break Down: What Executive Decision-Makers Actually Need

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 find themselves at a critical juncture where workforce planning succeeds or stalls. WFM teams build credible forecasts and thoughtful capacity plans. How

Why Workforce Plans Break Down: Bridging Planning and Execution

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