INSIGHTS
Ideas for better operational decisions.
Practical perspectives on planning, optimization, analytics, and AI—focused on what changes the decision in the real world.
FEATURED INSIGHTS
Perspectives that clarify the decision.
ANALYTICS & LEADERSHIP
What Makes a Great Data Scientist? It’s Usually Not the Model
The most valuable analytical skill is often recognizing what problem the business is actually trying to solve.
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ANALYTICS & LEADERSHIP
The Most Underrated Analytics Skill: Recognizing the Problem You Already Know How to Solve
A workforce-planning problem may actually be a supply-chain problem. The hardest analytical step is often recognizing the structure hidden beneath the business language.
Read on LinkedIn
DECISION LAB · CONTACT CENTER & CAPACITY
What Does AI Actually Save in a Contact Center?
Explore how automation, workload, service requirements, intraday demand, and shift structure translate into actual workforce requirements.
Explore the Decision Lab
ARTICLE INDEX
All insights
Practical perspectives organized around planning, operations, analytics, and AI-enabled decision making.
What Makes a Great Data Scientist? It’s Usually Not the Model
The most valuable analytical skill is often recognizing what problem the business is actually trying to solve.
The Most Underrated Analytics Skill: Recognizing the Problem You Already Know How to Solve
A workforce-planning problem may actually be a supply-chain problem. The hardest analytical step is often recognizing the structure hidden beneath the business language.
What Does AI Actually Save in a Contact Center?
Explore how automation, workload, service requirements, intraday demand, and shift structure translate into actual workforce requirements.