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We provide forecasting and scheduling services to call centers that do not have WFM software or are without a Workforce Manager. We are tirelessly researching and testing out new forecasting methods and believe the next big improved forecasting concept is always right around the corner. We possess a deep enthusiasm towards finding these methods and are dedicated to helping you meet your forecasting and scheduling goals. Properly prepared workforce management processes are critical to achieving your service goals. Our scheduling methodology can also have a positive impact on your people. Without finely-tuned, accurate forecasts, you cannot truly determine your required staff. We are of the strong opinion that it is only after the due diligence that accompanies a solid forecast that it would be fair to ask your staff to make a change to their schedule. We know schedules are a very personal and treasured thing to an employee, one that dictates when they take vacations, if they can attend school, and what kind of arrangements they can make for daycare. Having sensitivity to the upset that a schedule change can potentially create means only doing it when it truly is best for your business – not just arbitrarily doing it once a month because someone decided once upon a time that it was a good “tradition”. Even if you already have WFM software, it still sees your potential schedule as a number affecting its net staff. It is up to the workforce management scheduler to fully understand that each schedule represents a breathing human with a personal life, who wants to service your customers but also needs balance from your operations. Our confidence as workforce management experts come from the thorough understanding we have of our craft – but each of us have also logged time as agents ourselves, and we bring you this expertise from a place of empathy. Our custom forecasting methods also work for back-office, dispatch centers, and even unique IT departments. We developed IT models that use methods focused on processes, systems, employee ratios, and ticket seasonality to calculate workload requirements instead of traditional Erlang formulas. We balance our time between four main activities: 1. Researching new forecasting and scheduling methods. Customer Testimonials: "I would like to take this opportunity to commend Tiffany from Human Numbers for her professionalism and expertise in training our Workforce Management software. Tiffany’s knowledge and training style helped me understand Workforce Management much better. I would highly recommend Tiffany to any company.” "I was very impressed with the work and research that Tiffany did prior to coming to our site. She was very well prepared and understood the challenges that we were faced with. This made the week of training much more productive and worthwhile. The integrity that Tiffany possesses makes her an asset to any company that is lucky enough to work with her." |