Tiffany LaReau
Tiffany LaReau is a Certified Workforce Manager and owns Human Numbers, a consulting firm that provides outsourced Forecasts, Schedules and WFM Staffing Models.
Seven Ways the Pandemic Affected My WFM Role
2020 has been an unbelievable year. We’ve experienced a worldwide pandemic, a huge cultural movement, universal economic collapse, home-schooling and a shortage of toilet...
Springing Forward Might Affect Contact Center Forecast Accuracy
Daylight Saving Time (DST) starts in spring. That’s when we have to wake up earlier because the clocks shift forward one hour. Standard Daylight...
How to Make Contact Center Schedules Compliant
We spend a lot of time talking about schedule compliance, but that conversation is usually restricted to how well agents adhere to their own...
Identifying the Right Workforce Manager Candidate
The more career-centered workforce managers I meet, the more alike I notice that we all are. We share the same traits, with experience level...
What to Consider Before Buying WFM Software
If you’re in the market for workforce management (WFM) software and you don’t know how to get started, consider these two approaches: Use a...
What to Do When Everyone Hates Their Schedules
It is rare for everyone to be happy with their schedule, but there may be changes you can make to improve the current situation. Schedules...
WFM Q&A: Data Cleaning
My friend Bruce, who I met at the SWPP conference earlier this year, recently contacted me with a list of questions about cleaning raw...
Two Steps That Will Improve Your WFM Outcome
Most of us WFMers work to achieve a service goal for every single interval of every single day. We do this by reforecasting regularly...
How to Improve Scheduling Practices
Whether you’re generating schedules for the very first time, or you want to examine your current scheduling practices and look for improvements, I hope...
News and Notes from the 2018 SWPP Conference Showroom Floor: A Vendor Comparison Analysis
I hit all of the vendor booths this year, collecting swag, seeing demos, playing cornhole and meeting the people behind the software. We asked...
News and Notes from the 2018 SWPP Conference
This year’s SWPP conference was so fun—three days of binging on workforce management sessions makes us WFMers return home feeling motivated, retrained and happy....
Insights from the SWPP Workforce Management Professional of the Year Award Nominees
The 2018 SWPP Annual Conference in Nashville kicked off on Sunday, June 3rd. I love the all-WFM-all-the-time format of this conference. Every break, every...
Weaknesses of an WFMer
Interviewer: What are your greatest strengths?
Answer: I will work hard for you and I know what I’m doing. Go ahead, ask me anything!
Interviewer: Okay,...
Scheduling Tip: How to Treat Night and Graveyard Shifts
There might be a sticky situation buried in the way you have to treat day, night and graveyard shifts. Night shifts might pay a...
Part 2: 2017 SWPP Annual Conference Wrap-up
Going to SWPP’s Annual Conference is like going to Workforce Management camp. Surrounding ourselves with like-minded buddies for three days is a powerful energy...
2017 SWPP Conference: News & Notes from the Vendor Showroom
Last week, I was hanging out at SWPP’s 2017 Annual Conference in Nashville. One thing I especially enjoy about this conference (besides the sessions)...
30 Takeaways from the 2016 SWPP Conference
The 2016 SWPP Annual Conference in Nashville (April 4-6) was a lot of fun. I came home with a notebook full of facts...
WFM Excel Trick for Counting Days
I am a workforce manager, which means I need to count days for many reasons: payroll days for my staffing models; working days, so...
WFM Human Factors
Q: How do you know if you work in a call center?A: You hear the term “shrinkage” and it doesn’t make you laugh.—Greg Levin Human...
WFM Budget Preparation: Calendar Days
Every year after the start of the 2nd quarter, I begin preparing next year’s staffing models in anticipation that someone on the executive team...
