Resources

Read about the 4 key enhancements within our 2024 roadmap to make capacity planning even better.

Effective capacity planning is instrumental in modeling the Return on Investment (ROI) of improvement opportunities within your contact...

Hiring ahead of attrition in a contact center can offer several benefits...

Capacity planning involves multiple stakeholders across various departments and functions working together to assess, forecast,...

Shrinkage is a crucial factor to consider when developing a capacity plan for a contact center. What is Shrinkage? Shrinkage refers to...

An accurate and optimized capacity plan is essential for effective contact center operations.

An accurate and optimized capacity plan is essential for effective contact center operations.

Contact centers that fail to plan for attrition will suffer significant financial and workplace consequences. It costs the 100-seat center $25.52 in lost productivity every hour a seat goes unfilled. The worst-case scenario is a center that reacts after attrition occurs. If it takes 74 days to fill an opening with a trained agent, it costs the center $15,108 in lost productivity. Understaffing increases pressure on workers to maintain service levels and negatively affects CXs

Understanding the factors that make up shrinkage - or non-productive time - in your contact center operation is vital.

If you are a director or in C-suite, then effective workforce planning in should matter to you. There are many reasons why due attention...

In an article published by Call Centre Helper , 294 contact center professionals were asked what contact center metrics were most...

Attrition is one of the contact center industry’s biggest and most controllable problems. The constant outflow of talent erodes margins,...

Contact centers rarely use new-hire learning curve data to estimate lost productivity and create a capacity plan. Learning curve data summarize the time it takes for a new agent to perform proficiently. Mark Alpern estimates that, in the first year of employment, new hires are 67% as efficient as agents with at least one year of tenure. Learning curve results for 1,800 agents from eight centers appear in the chart below. On average, agents are 53% as efficient in the first

Nesting refers to on-the-job training that follows classroom instruction. Nesting usually lasts one to four weeks. Agents interact with...

Onboarding introduces new hires to the company, and training prepares them to perform the job. Contact centers make significant...

Is this plausible? Contact centers depend on frontline workers to create exceptional customer experiences (CXs). However, with average...

Employee attrition affects every contact center, but few realize how much it costs.

Hiring ahead of attrition in a contact center is important because it helps maintain a consistent level of service and performance, even in the face of employee turnover. When a contact center experiences attrition, it can take time to find and train new employees to replace those who have left. This can result in a temporary decrease in service levels, longer wait times for customers, and decreased employee morale. By hiring ahead of attrition, a contact center can proactive

Workforce management consists of three key disciplines of workforce management that must be mastered.

A comprehensive capacity plan is at the heart of building a well-resourced team of appropriately skilled agents...