top of page
Aspect and Cinareo Partner to Connect Scenario-Driven Capacity Planning with Real-Time Workforce Execution. Read more
Profile
Join date: Aug 13, 2022
Posts (17)
Aug 13, 2025 ∙ 1 min
What Is WFM Maturity - Why Capacity Planning Matters
In today’s fast-moving contact center world, Workforce Management (WFM) maturity is the difference between firefighting daily problems...
99
0
Oct 31, 2024 ∙ 1 min
The strategic role of multi-skilling in contact centers: opportunities, challenges and implications.
"The strategic role of multi-skilling in contact centers: opportunities, challenges and implications" by Dr. Mark Alpern . Contact...
76
0
Apr 10, 2024 ∙ 1 min
Mastering the Art of Capacity Planning in Multi-Channel, Multi-Skill Contact Centers
Unlock the keys to contact center success with Cinareo’s latest thought leadership paper, Mastering the Art of Capacity Planning in Multi-Channel, Multi-Skill Contact Centers by Dr. Mark Alpern . Contact Center Capacity Planners play a pivotal role in ensuring operational excellence. In dynamic environments with diverse skills, channels, and languages, effective capacity planners must smartly navigate complexity. They cater to diverse stakeholder needs while optimizing resource allocation...
212
0
Mark Alpern
Writer
Contact Center C-Suite executive, WFM expert, management consultant, researcher & educator
More actions
bottom of page