About The Author

Tiffany LaReau is a Workforce Management Consultant with Human Numbers. She has been completely focused on the art and science of forecasting and scheduling for 16 years. She has worked with multiple call centers in a variety of industries across four continents. Tiffany's specialty is her dedication to customized forecast and scheduling solutions that bring the highest level of employee satisfaction with the shifts they are expected to work while still balancing call center goals. She strongly believes that an agent should be able to work their #1 shift choice whenever possible, and strives to make that happen by combining the best possible forecasting methods available with an endless supply of schedule optimization opportunities. When not working, Tiffany lives in Atlanta with her husband and enjoys playing classical piano.