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 paper—not necessarily in that order!
Our new shelter-in-place lifestyle meant the...
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 Time returns everything to normal in the fall. Forecasters can...
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 data used in forecasting. This is a transcript of that...
The Value in Accuracy: How to Create the Right Forecast to Drive Customer Experience...
Few words carry as much weight for workforce management (WFM) professionals as forecasting. Nothing else has the power to simultaneously elevate and torpedo the customer and employee experience quite like a forecast. Eighty-three percent...
