Why WFM matters in the Service Industry

In this episode, we speak with Tiffany LaReau, owner of Human Numbers, a company that provides forecasts, staffing models, and schedules to contact centers. She has extensive experience in the field, having started her career at the Apple Call Center after graduating high school and working with various software and vendors throughout her career. Tiffany is a charter member of the Society of Workforce Planning Professionals, belongs to the International Institute of Forecasters, and is on the advisory board for Contact Center Pipeline, where she occasionally writes articles and blogs about workforce management. She also holds certifications in contact center and workforce management. If you want to learn more about WFM from Tiffany LaReau's eyes, please get a copy of the book: http://www.humannumbers.com/publications.html