Workforce Management has always been considered a ‘dark art’, and with good reason. The unique blend of science, instinct and influence is somewhat similar to walking the plank blindfolded, with your legs tied together, holding an excited puppy who won’t stay still.

Over time, we WFM nerds learn to apply this unique blend of talents to deliver consistent business performance and insights, arming our people with the best possible chance of achieving greatness. Much of our success in the execution of this comes from absorbing and dissecting the past – finding nuggets of gold that help us learn how our customers behave, so that we can program our crystal balls to predict the future.

Then came 2020.