Why Workforce Plans Break Down: When Good Forecasts Fail
- Fiona Tsang
- 6 days ago
- 4 min read
Updated: 21 hours ago
Key insights from Cinareo’s recent conversation with industry experts Mark Alpern and Daniel Piper
This article is the second in a four-part series exploring key themes from Cinareo’s recent conversation with workforce planning experts Mark Alpern and Daniel Piper.
Even accurate forecasts can collapse once they reach the operation floor. That paradox – doing everything right and still missing the mark – was at the center of Cinareo’s recent discussion on why workforce plans break down.
Mark and Daniel agreed that the real problem usually isn’t the math. In many organizations, planners spend weeks creating precise forecasts, only to see those plans unravel in execution. “Good forecasts don’t fail on paper,” said Daniel Piper. “They fail in practice.”
When schedules are not followed, when approvals and exceptions accumulate, and when frontline leaders treat the plan as flexible rather than foundational, accuracy quickly turns to chaos.
The Execution Gap
Both experts explained that workforce plans often fail for one simple reason: they are not followed. A model may predict demand perfectly, but if teams deviate from it day after day, results drift.
Daniel pointed to a familiar scenario. “The forecast says you need 150 people, but by midweek you have 130 actually working,” he said. “That difference isn’t a forecast error, it’s an adherence issue.”
The gap between forecast and execution grows when exceptions pile up. Shift swaps, unplanned time-off approvals, or changes in training schedules all compound into missed service levels and budget overruns. Over time, small adjustments made in isolation add up to systemic unpredictability.
Mark added that too many organizations misdiagnose the problem. “When numbers don’t match the plan, everyone blames forecasting. But most of the time, the plan was fine. It just wasn’t followed.”
Workforce Planning as a Team Sport
The solution lies in alignment. Forecasting may begin with planners, but it cannot end there. Success depends on operations, HR, training, and leadership working as one system.
“Workforce planning is a team sport,” Mark said. “You can’t plan in isolation and expect consistency.”
He described how silos create friction. HR hires too late for upcoming volume, training teams delay onboarding, or team leads make scheduling decisions without visibility into capacity. Each decision might seem minor, but together they shift reality away from the plan.
Daniel added that even the best planners struggle if other teams are not using the same assumptions or priorities. “If everyone is working from a different version of the truth, the plan doesn’t stand a chance,” he said.
Why Adherence Defines Success
Adherence is often treated as a performance metric, but Daniel emphasized that it’s actually a measure of operational health. When adherence slips, service levels fluctuate and customer experience suffers, no matter how accurate the forecast.
He noted that consistent adherence creates predictability, the very thing planning is meant to achieve. “Forecasting gives you direction,” Daniel said. “Adherence keeps you on the road.”
Mark agreed, highlighting that adherence data gives planners valuable feedback. “When execution doesn’t match the forecast, the question should be why did something change operationally? Did we under-train, under-staff, or just not follow the plan?”
This feedback loop helps organizations spot where discipline is breaking down and take action before it becomes costly.
Leadership’s Role in Reinforcing the Plan
They stressed that adherence starts with leadership. When managers reinforce why the plan exists (not just what it dictates) teams are more likely to stay aligned.
“Leaders set the tone,” Daniel said. “If they treat the plan as optional, everyone else will too.”
Mark added that when frontline leaders explain how adherence impacts cost, service levels, and customer experience, planners gain credibility and agents understand the bigger picture. This context helps transform the plan from a static document into a shared goal.
It also prevents the common “us versus them” dynamic between operations and planning. When teams see how their actions affect the forecast, collaboration replaces blame.
Visibility Creates Accountability
Visibility was another recurring theme in the conversation. Plans fail when teams cannot see the impact of their deviations in real time.
Mark explained that connecting forecasts, schedules, and live performance dashboards closes that loop. “If planners and operations can both see where things are drifting, they can correct it before it spirals,” he said.
Daniel agreed, adding that visibility should empower, not police. “The goal isn’t to catch people out, it’s to keep everyone working from the same playbook.”
This transparency creates shared accountability. Planners can see when their models hold up; operations can see when they drift. Both gain the insight needed to course-correct together.
Closing the Loop
Forecast accuracy matters but it is only half the equation. A well-built plan without adherence, alignment, or visibility is like a GPS that no one follows.
As Mark and Daniel emphasized, execution discipline is what turns planning into predictable performance. Workforce planning succeeds when everyone – from forecasters to frontline leaders – sees their role in keeping the plan intact.
Cinareo helps teams bridge that gap by connecting plans to real-time performance. The platform gives leaders and planners the visibility to align, act early, and stay ahead of change.
Getting the forecast right is an achievement. Keeping it right in practice is what drives measurable results.
More From This Series of Why Workforce Plans Break Down
About Speakers
Mark Alpern
Co Founder/COO
Cinareo
Mark Alpern brings over 30 years of experience in contact center consulting and management. As the co-founder of Cinareo, he developed a transformative SaaS platform for strategic capacity planning and decision-making. Mark has helped organizations optimize workforce management, financial planning, and customer experience through his innovative approaches to digital transformation.
Daniel Piper, CMgr, FCMI
Founder and Independent Consultant
Setekh Solutions
With 15+ years of experience in the BPO, contact center sectors, Dan specializes in transforming operational complexity into clarity and driving measurable business impact. Dan’s expertise spans global operational strategy, continuous improvement, and performance management at the highest levels of corporate leadership.
