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WEBINAR RECORDING
Webinar available on-demand
Why Workforce Plans Breakdown:
Closing The Gap Between Planning And Execution
A practical discussion on why workforce plans fail in execution and how standardizing processes brings control and predictability back to operations.
Overview
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 practices restore predictability, efficiency, and leadership confidence.
What You'll learn
The hidden costs of poor or inconsistent workforce management data​​
Why good forecasts and capacity plans often fail once operations begin
How standardization and process alignment reduce firefighting and improve service levels
What leaders actually need from planning data to make confident budget and staffing decisions
Who should watch
This discussion is ideal for:
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Workforce Management and Capacity Planning professionals seeking consistency and control
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Contact Center and Operations leaders focused on predictable performance and better alignment across teams
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Finance and Executive decision-makers (CFOs, COOs, VPs of Operations) who depend on trustworthy data and clear ROI from workforce planning investments
Guest Speaker
With 15+ years of experience in the BPO, contact center sectors, Dan specializes in transforming operational complexity into clarity and driving measurable business impact. Dan’s expertise spans global operational strategy, continuous improvement, and performance management at the highest levels of corporate leadership. Through Setekh Solutions, he delivers pragmatic, execution-focused solutions that address leadership misalignment, inefficiencies, and underperforming strategies. His mission is to empower organizations with actionable insights and leadership capability that translate into real-world results.
Speaker
Mark Alpern brings over 30 years of experience in contact center consulting and management. As the co-founder of Cinareo, he developed a transformative SaaS platform for strategic capacity planning and decision-making. Mark has helped organizations optimize workforce management, financial planning, and customer experience through his innovative approaches to digital transformation. His work focuses on replacing traditional methods like spreadsheets with proactive, data-driven solutions, enabling companies to enhance productivity and reduce costs. Through Cinareo, Mark aims to provide a robust platform that addresses the complexities of capacity planning and offers actionable insights for improved operational efficiency.
Host
​As co‑founder of Cinareo, Karen helps WFM managers, CFOs, and COOs to create reliable and accurate capacity plans quickly for their contact centers. With proficiencies in CX and digital accessibility, she champions user‑centered design, content discoverability, and clear information architecture. Drawing on her IBM Global Services experience in eBusiness solution design, she blends human‑factors insight with web best practices to deliver intuitive, consistent experiences across web and mobile. Her expertise in usability standards and accessible design drives adoption and ROI, ensuring solutions that are innovative yet practical
About Cinareo
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A capacity planning solution for contact centers, helping leaders reduce stress, minimize errors, and make confident staffing decisions faster.
Learn how you can go beyond Excel with smarter, scenario-based planning with our capacity planning solutions.