Project OutCast is an Outpost WFM production but this isn’t just about WFM schedules and calculations, this isn’t about how close your forecast variance was and this definitely isn’t about whether or not you’ve memorised the AHT formula.

I do things different, I find creative solutions to real challenges and I don’t create problems and chaos to justify the need for WFM.

Running a contact centre is not difficult, period.

Managing people on the other hand, that requires skill which can be taught and with the right strategy in place, it eliminates the chaos and noise that is so often sold as the ‘complexity’ of running a contact centre environment.

BPOs sell this ‘complexity’ by creating chaos to deter the client from starting their own captive operations.

Meanwhile, in captive environments, C-Level managers fool themselves into thinking that WFM is an expense, that WFM is a policing tool, that WFM is there just to provide schedules and that WFM is not worth it.

Either way, what truly lacks is understanding how to apply the various WFM functional components in a contact centre.

With more than two decades in the contact centre industry in both BPO and Captive, I’m going rogue - I’m going to try and remove the deception that’s sold to companies about WFM.
I am Corey Sewpersad and this is Project OutCast.
An Outpost WFM production.