Resources
Guides for people who run WFM.
Practitioner-to-practitioner. Worked examples over adjectives.
Forecasting
Erlang C, explained for planners (with worked examples)
Forward vs backward, what occupancy caps actually do, and why your vendor's "proprietary algorithm" is probably this.
Publishing soon
Real time
Original vs Revised vs Projected vs Actual: running a real intraday loop
The four columns every intraday desk needs, and how to reforecast without destroying the plan of record.
Publishing soon
Forecasting
Shrinkage: the number everyone configures wrong
Where shrinkage belongs in the calculation, the double-counting trap, and how to sanity-check yours.
Publishing soon
Agent experience
Performance-tiered shift bidding: fairer than seniority, and agents agree
How composite scoring and bid cascades work, and why transparency is the part that makes it stick.
Publishing soon
Scheduling
What “locked” should actually mean in WFM
Immutability, adherence baselines, and why moving goalposts are the root of most WFM trust problems.
Publishing soon