Project OutCast is an Outpost WFM production but this isn’t just about WFM schedules and calculations, this isn’t about how close your forecast variance was and this definitely isn’t about whether or not you’ve memorised the AHT formula.
I do things different, I find creative solutions to real challenges and I don’t create problems and chaos to justify the need for WFM.
What often lacks is the understanding of how to apply the various WFM functional components in a contact centre.
I am Corey Sewpersad and this is Project OutCast.
An Outpost WFM production.
Leave a comment or suggestion Navigating the WFM Seas: Charting Your Course to Operational Mastery The world of operations isn't just noisy—it’s chaotic. If you’re tired of drowning in data streams and blinking dashboards, it’s time to find your footing. In this episode of Project: Outcast, we strip away the corporate buzzwords and map out the true landscape of Workforce Management. This isn't just about managing schedules; it's about building a living, breathing ecosystem that thrives on cla...
13 Feb 2026
The WFM Zombie Syndrome: Is Your Plan Eating Your Efficiency?
Leave a comment or suggestion Is your Workforce Management plan alive and kicking, or is it just a reanimated corpse? In this episode, Corey Sewpersad breaks down "The WFM Zombie Syndrome"—a dangerous state where mindless copy-pasting replaces the art and science of WFM. We dive into how to identify "Patient Zero" in your team, the difference between competency and willingness issues, and the "cure" that turns managers into true WFM leaders. If your schedules are mismatched ...
11 Dec 2025
Maybe WFM or Definitely WFM?
This episode explores the necessity of workforce management, questioning if operations can manage schedules independently and if forecasting is essential for business success.
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