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.
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...
2015 Tricky Holiday Winner: Independence Day
Every year, we Workforce Managers get to play with unique and exciting situations around holidays. This year the special one to look out for...
SWPP: Workforce Manager Salary Poll Results
Final notes from the 2015 SWPP Annual Conference, Day 3: During my three days in Nashville, I conducted an in-person poll to find out the...
SWPP: 2015 WFM Pro of the Year Winner & Finalists Share Tips & Nightmares
More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: I was fortunate enough to grab some time with the winner and...
SWPP: Ask The Workforce Wizard
More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: Workforce Wizard Tip: AUX reason codes are a great substitute for paper...
SWPP: WFM Quick Tips & Brain Food
More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: From the "60 Ideas in 60 minutes" session: Penny Reynolds was transcribing...
SWPP: Day 3 Updates: Chat Trend & Blanket Update
More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: Benchmarking: Chat makes up 8% of all customer interactions these days, and...
SWPP: Kicking Off Day 3 with Games and Takeaways
News and notes from the 2015 SWPP Annual Conference, Day 3: Started off the day by having a fun breakfast discussion with my call center...
SWPP: A Few Final Notes from Day 2
More tips, news and notes from the 2015 SWPP Annual Conference, Day 2: I went to "How Interval Shrinkage Improves Forecasting" by Annie Love and...
SWPP: WFM Professional of the Year & More Conference Notes
More news and notes from the 2015 SWPP Annual Conference, Day 2:
SWPP Announces 2015 Workforce Management Professional of the Year
The 2015 Workforce Management Professional...
SWPP: More News and Notes from Day 2
More tips, news and notes from the 2015 SWPP Annual Conference, Day 2: WFM Certification news! SWPP has extended the deadlines and now you have...
SWPP Day 2 News and Notes
More tips, news and notes from the 2015 SWPP Annual Conference, Day 2: A scheduler's headache: If you don't give employees the break they want,...
SWPP Day 1 Review: WFM, Moonshine and Juggling
First of all, I just have to say, the Omni hotel is amazing. What better way to wrap up a fantastic day than with...
