 |
     |
Human Numbers is a workforce management service. We like software, and we know a lot about many different WFM applications, but we do not sell software. We produce carefully hand-crafted forecasts and schedules, tailored specifically to your call center’s experiences and its agents’ preferences. Our experience has shown us that forecasting is not a “one-size-fits-all” exercise. We start with the foundation of time-series analysis to generate a forecast (annual growth rates, seasonal factors, day of week patterns) but we know there are also very specific and complex factors that must be considered. Emergencies, bizarre moves by the Marketing department, surprise electrical outages, and other unpredictable activities can wreak havoc with your forecast. Holidays do not consistently occur on the same day of the week, nor even the same week of the year for that matter. There’s not always a mathematical precedent to rely on and that’s where we come in. Even with a state-of-the-art software solution, you still need a highly-skilled workforce manager to methodically capture these types of things and adjust for them in the forecast. Then, after the event is over, that data needs to be analyzed, documenting what just happened, normalizing its effect on the trends/patterns, and archiving it for repeat offenses against the forecast in the future. If your call center is small, the ROI to purchase expensive software doesn’t always pay off. When you let us take over this responsibility of forecasting and scheduling for you we will provide you with carefully thought-out forecasts and we will work closely with your team to generate the best possible schedules for their lifestyles. STEP 1: STEP 2: STEP 3: |