Resources

Customer Story: Enbridge Gas. How Enbridge Gas Ontario turned leadership questions about staffing plans into confident workforce decisions. About Planning with no margin for error in either direction Running a contact center in a regulated environment is a different kind of pressure. Missing a service level is not only a performance issue. It carries financial penalties and reputational consequences. Overstaffing is not a safe fallback either, not when you are accountable for

Customer Story: Engine. A conversation with Engine on how scenario modeling changes day-to-day planning as new questions and priorities emerge. About As priorities shift and new questions come up, planning teams are asked to revisit assumptions, run new scenarios, and respond to shorter timelines. At Engine, this meant managing a steady stream of requests and rebuilding models in spreadsheets that could take hours at a time. ​ Keeping plans up to date became just as demanding