Resources

A practical discussion on why workforce plans fail in execution and how standardizing processes brings control and predictability back to operations. What You'll Learn Even the best workforce plans can fail in execution. Forecasts are accurate, spreadsheets look sound, yet service levels still slip and teams end up firefighting. In this webinar, Cinareo’s Mark Alpern and industry advisor Daniel Piper explore why this happens and how standardized workforce management pract

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

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. Workforce plans often lose traction the moment they reach executive leadership. Not because the work was wrong, but because leaders are being asked to make decisions on information that does not clearly tran

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 plans rarely break because the work was done poorly. They break when decisions made after the plan slowly pull operations in a different direction. Not all at once, but through small, everyday choices that

Key insights from Cinareo’s recent conversation with industry experts Mark Alpern and Daniel Piper This article is the second in a four-part series exploring key themes from Cinareo’s recent conversation with workforce planning experts Mark Alpern and Daniel Piper. Most workforce plans do not fail because the forecast was wrong. They fail because something changed after the plan was set, and no one saw the impact early enough. By the time results start to drift, the decision

By David Penn Posted on August 22, 2025 Introduction to Cinareo Solutions This week’s edition of Finovate Global features an interview with Karen Elliott, CEO and Co-Founder of Cinareo Solutions . Cinareo Solutions is based in Oshawa, Ontario, Canada. Founded in 2022, the company enhances workforce management platforms. It helps streamline contact center operations and mitigate risks. This is achieved by enabling precise resource allocation and data-driven decision-making.

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 result in operational, financial and reputational costs. Can you afford to wait? While Excel is a powerful tool with a wide range of capabilities, here are 8 reasons why it may not be the best option for capacity planning for your contact center: 1. Lack of Automation Excel requires manual data entry and updates, which can lead to hu

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

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...