Blog
Insights on contact center operations and technology
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Call Center Shrinkage Explained: How to Calculate It and Why It Breaks Staffing Plans
A practical guide to call center shrinkage, how to calculate it, common mistakes, and how shrinkage fits into forecasting, Erlang C, and workforce planning.
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Erlang C Explained: How to Calculate Call Center Staffing Without Over or Under Hiring
A practical guide to Erlang C for contact centers, including assumptions, pitfalls, peak staffing, and how to use Erlang C calculators correctly.
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Call Center Forecasting 101: How to Forecast Volume and Staff a Scaling Contact Center
A practical guide to call center forecasting, common pitfalls, peak staffing strategy, and how to use Erlang C to plan headcount as you scale.
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How to Design a Support Playbook for Outages and Major Incidents
Learn how to build a practical support playbook for outages and major incidents, including clear roles, incident management process, tooling, agent communication, fire drills, and data sharing that ensure teams are ready when incidents occur.
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How to Merge Tickets in Zendesk Without Hurting Your Customers
Learn how to merge tickets in Zendesk safely. Compare manual, assisted, and automatic ticket merging and see why assisted merging reduces duplicate tickets without risking bad merges.
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Prevent Compliance and Operational Risk in Contact Centers with Targeted Notifications
Reduce operational and legal risk in your contact center with targeted, in-Zendesk notifications that include audit logs and precise agent delivery.
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Contact Center Tech Stack Mistakes to Avoid as You Grow
Avoid common contact center tech stack mistakes that slow teams down and create long term operational pain.
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How to Build a Scalable Contact Center Tech Stack
A practical guide to designing a contact center tech stack that scales with your team, volume, and operational complexity.
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The 7 Essential Tools You Need to Start a Contact Center
A prescriptive guide to building your first contact center tech stack with recommended tools and a clear order of operations.