Your WFM Model Isn't Built for Remote Work

Description

Join us for a small-group conversation on why traditional workforce management planning breaks in work from home environments, and what to rethink

Most workforce management models were built for an office environment.

Same place. Same schedules. Same assumptions about availability, behavior, and control.

When you move that same model into a remote setting—and keep the same inputs—it might still look fine on paper. But in practice, things start to break.

Shrinkage doesn’t behave the same way.
Schedule adherence gets interpreted differently.
And the gap between what you planned and what actually happens gets wider.

In this session, we’ll take a step back and look at a simple but often overlooked idea:
the inputs to your WFM model change completely in a work-from-home environment.

If you don’t recalibrate for that, your plan is off before the day even starts.

This will be a guest-led conversation, not a presentation. We’ll use a comparison of office vs. WFH environments to explore:

• Where traditional WFM assumptions no longer hold
• How metrics like shrinkage and adherence behave differently in remote teams
• Why many staffing models quietly fall apart in a WFH setup
• What leaders are starting to rethink (and what they’re not)

These sessions are intentionally small group and discussion-based. You’ll have space to ask questions, share what you’re seeing in your own operation, and hear how others are approaching similar challenges.

If you’re leading a remote or hybrid contact center and feel like your staffing model “should” be working—but isn’t—this will be a useful conversation to be part of.

We’ll be joined by Doug Casterton. Doug has spent 20+ years leading WFM and operations across global contact centers, with a track record of improving planning accuracy, reducing costs, and building more flexible teams. He focuses on the gap between what’s planned and what actually happens—where most operational challenges (and opportunities) show up. His perspective is grounded in real-world experience across multiple countries and organizations.