Resources

Ah, the contact center—where "Your call is important to us" often feels like the world's longest-running joke. But fear not! The days of endless hold music and robotic responses are disappearing faster than a voicemail icon when you finally check it. As we wrap up 2024, it's clear that the contact center industry has undergone significant transformation. The convergence of advanced technologies and evolving customer expectations has reshaped how businesses approach customer s

"The strategic role of multi-skilling in contact centers: opportunities, challenges and implications"  by  Dr. Mark Alpern . Contact...

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 reso

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 planning remains relevant in contact centers even if AI is involved, and it can take on a different but crucial role.

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...