The Brád-Cast

Reporting is one of the most overlooked parts of Workforce Management—right up until the moment something goes wrong. Then suddenly everyone becomes a data analyst, scrutinising forecasts, service levels, occupancy, adherence and every report they can get their hands on. In this episode, I explore why reporting should be about far more than producing numbers. We discuss the purpose of WFM reportin...

Real Time Management is often described as the “entry level” role within Workforce Management. In this episode of The Brád-Cast , I explain exactly why I believe that view is completely wrong. RTM sits at the heart of every contact centre operation. The people doing it make hundreds of decisions every day, balancing customer demand, service levels, staffing pressures and operational reality in rea...

Scheduling is where Workforce Management stops being theory and starts becoming reality. On paper, scheduling seems straightforward. You have a forecast, service goals, opening hours, contracts, holidays, meetings, training, and employee preferences. Just put the right people in the right place at the right time. Easy, right? In this episode of The Brád-Cast , Anthony Brady explores why scheduling...

Forecasting: Predicting Demand or Predicting Ourselves? Forecasting is one of the most talked about disciplines in Workforce Management, yet some of the most important conversations rarely make it into the room. In this episode, I explore the fundamentals of forecasting, from historical data and seasonality to normalisation and outlier management. But I also challenge some of the assumptions that...

In this episode, I explore one of the most misunderstood disciplines in Workforce Management: Capacity Planning. Is it simply another name for Budget Planning, or is there something more strategic going on beneath the spreadsheets and staffing models? I discuss the realities of balancing customer demand, operational performance, employee wellbeing, and financial constraints. Along the way, I exami...

Workforce Management gets talked about a lot, but what does it actually mean in the real world? In this episode, I break down what WFM really is, how it works in practice, and why it’s such a critical (and often misunderstood) part of any operation. No jargon. No theory for the sake of it. Just a practical look at the reality behind the role.

After nearly 90 weekly LinkedIn posts, I realised something ... I had more to say than would fit into a post. In this first episode, I explain why I’ve decided to start a podcast, what you can expect from it, and who it’s really for. I’ve spent over 20 years working in workforce management, building teams, solving operational challenges, and trying to make sense of the reality behind planning, for...