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# Atlantic WFM

Helping you improve Forecasting, Planning and Performance

## Sitemaps

- [XML Sitemap](https://atlanticwfm.com/sitemap.xml): Contains all public & indexable URLs for this website.

## Posts

- [How validation can boost the accuracy of your resource model](https://atlanticwfm.com/how-validation-can-boost-the-accuracy-of-your-resource-model) - Philip Stubbs explains the importance of validation for accurate resource modelling
- [Understanding the causes of service level failure](https://atlanticwfm.com/understanding-the-causes-of-service-level-failure) - Understand why contact centre service levels fail, including forecast error, process times, schedule fit and adherence
- [The human element: how relationships drive better forecasting](https://atlanticwfm.com/the-human-element-how-relationships-drive-better-forecasting) - Philip Stubbs discusses how interactions between humans are important to achieving forecast accuracy
- [Forecasting for Customer Operations using Python - how I got started](https://atlanticwfm.com/forecasting-for-customer-operations-using-python-how-i-got-started) - Philip Stubbs shares how he learned about Python in 2024
- [Atlantic WFM Scenario Calculator - a user guide](https://atlanticwfm.com/scenario-calculator) - The Atlantic WFM Scenario Calculator is a simple workforce planning tool that estimates required staffing in Full Time Equivalent (FTE), both at a net and gross level, plus total annual salary cost, for two scenarios:As Is – your current operationProposed – a future or alternative scenarioThe Scenario calculator can be found by clicking on this
- [About Erlang C](https://atlanticwfm.com/about-erlangc) - The ErlangC equation is a standard tool in inbound contact centres for estimating the number of advisors needed to meet a service level target, typically defined as answering a set percentage of calls within a specific number of seconds. It works best in environments where every advisor can handle every call, and is usually applied
- [A guide to our call centre simulation app](https://atlanticwfm.com/call-centre-simulation-app-guide) - Click here to try our call centre simulation app 1. Introduction to Simulation Discrete-event simulation is a technique used to model how a real-world system behaves over time. In a contact centre context, a simulation recreates the flow of calls through an operation, from arrival, to waiting in a queue, to being answered or abandoned.
- [How much does it cost to fill a Panini sticker album?](https://atlanticwfm.com/how-much-does-it-cost-to-fill-a-panini-sticker-album) - In a post from 2022, Philip Stubbs suggests a method to calculate the cost of filling the World Cup Panini sticker book.
- [How do you know if your forecasting is any good?](https://atlanticwfm.com/how-do-you-know-if-your-forecasting-is-any-good) - Philip Stubbs suggests a method to determine the quality of a forecasting model
- [Achieving better forecasting accuracy through error measurement](https://atlanticwfm.com/achieving-better-forecasting-accuracy-through-error-measurement) - Philip Stubbs discusses why the measurement of forecast error within an operation plays a crucial step in helping to reduce such error.
- [Do your colleague schedules meet the four objectives necessary for success?](https://atlanticwfm.com/do-your-colleague-schedules-meet-the-four-objectives-necessary-for-success) - Philip Stubbs outlines the four crucial objectives to achieve when designing a new schedule structure.
- [How can an established complex forecasting model be outperformed by a simple one?](https://atlanticwfm.com/how-can-an-established-complex-forecasting-model-be-outperformed-by-a-simple-one) - Philip Stubbs suggests reasons why a simple forecasting model sometimes outperforms a more complex live model
- [Recommended Forecasting Books](https://atlanticwfm.com/recommended-forecasting-books) - Two texts to help your forecasting become more accurate and useful
- [How a simple chart can help deliver optimum customer operations performance](https://atlanticwfm.com/how-a-simple-chart-can-help-deliver-optimum-customer-operations-performance) - Study whether each future week will be over- or under-staffed
- [Estimating resource requirement for customer operations - why it is crucial](https://atlanticwfm.com/estimating-resource-requirement-for-custome-operations) - Calculating weekly resource requirement for the Capacity Planning process is extremely valuable. Here are seven key functions this practice enables, contributing to maximising CX, commercial performance and employee engagement.
- [Key factors influencing resource requirement within customer operations](https://atlanticwfm.com/key-factors-influencing-resource-requirement-within-customer-operations) - Eight ingredients that can be included as tweakable assumptions within a weekly model
- [Are your service level targets inconsistent with each other?](https://atlanticwfm.com/are-your-service-level-targets-inconsistent-with-each-other) - Problems arising from service level targets that are conflicting...
- [How accurate forecasting benefits your customer operation](https://atlanticwfm.com/how-accurate-forecasting-can-benefit-your-customer-operation) - Philip Stubbs describes the benefits that accurate forecasting can add to a customer operation
- [Using Python for contact centre planning – three application examples](https://atlanticwfm.com/using-python-for-contact-centre-planning-three-application-examples) - Philip Stubbs outlines three areas where Python can assist with contact centre planning
- [In praise of real time teams](https://atlanticwfm.com/in-praise-of-real-time-teams) - The impact of real time teams might not always be in the spotlight, but they profoundly influence efficiency and performance.
- [The six fundamentals of customer operations forecasting](https://atlanticwfm.com/the-six-fundamentals-of-customer-operations-forecasting) - Philip Stubbs outlines six essential elements of forecasting for a customer operation
- [Simulation of Customer Operations with Python](https://atlanticwfm.com/simulation-of-customer-operations-with-python) - Exploring your customer operation through simulation gives a great understanding of its dynamics.

## Pages

- [Atlantic WFM](https://atlanticwfm.com/) - Workforce management consultancy for contact centres, call centres and customer operations. Improve forecasting, capacity planning, scheduling and real-time performance.
- [WFM System Install & Recovery](https://atlanticwfm.com/wfm-system-install-recovery) - Independent WFM system install and recovery consultancy for contact centres and customer operations. Improve trust in forecasts, schedules and Real Time control.
- [WFM Function Development](https://atlanticwfm.com/wfm-function-development) - WFM Function Development consultancy to improve structure, capability, governance and influence for call centres, contact centres and customer operations.
- [Real Time Optimisation](https://atlanticwfm.com/real-time-optimisation) - Real Time Optimisation consultancy for contact centres, call centres and customer operations. Improve in-day control, service protection and resource use.
- [Resource Planning & Scheduling](https://atlanticwfm.com/resource-planning-scheduling) - Improve resource planning, scheduling, shift design and absence planning for contact centres, call centres and wider customer operations.
- [Insights](https://atlanticwfm.com/insights) - Articles from our Subject Matter Experts on how to improve performance within business operations
- [Capacity Planning & Budgeting](https://atlanticwfm.com/capacity-planning-budgeting) - Capacity planning and budgeting for contact centres, call centres and wider customer operations. Understand future staffing risk and resource needs.
- [Forecasting](https://atlanticwfm.com/forecasting) - Support for contact centres, call centres and wider customer operations to improve forecast accuracy, planning confidence and decisions
- [WFM Review](https://atlanticwfm.com/wfm-review) - Independent WFM review for contact centres, call centres and customer operations. Identify what is limiting forecasting, planning and real-time performance.
- [WFM consultancy for contact centres and customer operations](https://atlanticwfm.com/wfm-consultancy) - Specialist WFM consultancy for contact centres, call centres and wider customer operations. Improve forecasting, planning, scheduling and real-time performance.
- [Our Story](https://atlanticwfm.com/our-story) - Learn how Atlantic WFM was created as a dedicated workforce management brand for contact centres and customer operations, built on Atlantic Insight’s wider consultancy work.
- [Meet Ian Brumwell](https://atlanticwfm.com/meet-ian-brumwell) - Meet Ian Brumwell Partner, Atlantic Insight Ian Brumwell engages and supports C-suite teams to accelerate the implementation of their strategic objectives. He delivers high impact outcomes that benefit his clients, and their colleagues, customers, and partners. Linkedin Management Experience Ian has held senior roles at Pubmaster (now Punch Taverns) where, as the Retail Director, he
- [Scenario cost calculator](https://atlanticwfm.com/scenario-cost-calculator) - Contact centre scenario calculator
- [Call centre simulation app](https://atlanticwfm.com/call-centre-simulation-app) - Contact centre simulation app
- [Erlang C calculator for contact centres](https://atlanticwfm.com/erlangc-calculator-for-contact-centres) - Erlang C Calculator
- [Contact us](https://atlanticwfm.com/contact-us) - Contact Us If you would like to discuss a forecasting, planning or WFM challenge, explore how Atlantic WFM could help, or arrange an initial 30-minute conversation, please use the form below or contact me directly using the details at the top of the page.I reply personally to all enquiries and aim to respond within one
- [Meet Philip Stubbs](https://atlanticwfm.com/about-phil) - Meet Philip Stubbs Partner, Atlantic Insight Philip Stubbs is a specialist in forecasting, planning and operational performance improvement, with more than three decades of experience helping organisations run more predictably, efficiently and confidently. With foundations in Operational Research and a career spanning leadership roles, major transformation programmes and competition‑winning forecasting work, Philip brings a rare
- [Client Stories](https://atlanticwfm.com/client-stories) - Client Stories Neil BarberCEO,Interact CC Ltd “Phil has brought his forecasting and planning expertise to numerous Interact projects and campaigns, both new and existing. Successfully supporting and improving our modelling capabilities across multiple voice and digital work streams.“His knowledge and insight have proved invaluable and provided us with practical, bespoke, and flexible resource planning solutions.”
- [Our Partners](https://atlanticwfm.com/our-partners) - Our Partners We work with a select group of trusted partners: experts who share our values of innovation, operational excellence and a strong focus on improving the customer experience. These collaborations enhance the support we provide to clients, enabling deeper insights and more impactful outcomes. Centrebound Experts in mystery shopping, compliance & customer experience qualityCentrebound
- [Working with Atlantic WFM](https://atlanticwfm.com/working-with-atlantic-wfm) - Working with Atlantic WFM In a customer operation, forecasting and planning work best when they are understood, trusted and used in day-to-day decisions.Atlantic WFM works with clients to strengthen WFM capability, making forecasting, planning and real-time management more accurate, more practical and more useful to leaders. This helps organisations protect customer experience, improve colleague engagement,
- [Terms of Use](https://atlanticwfm.com/terms-of-use) - Terms of Use for Atlantic Insight LtdLast updated: 11 August 2025 Welcome to www.atlanticinsight.com (the “Website”), operated by Atlantic Insight Ltd (“we,” “us,” or “our”). By accessing or using this Website, you agree to comply with and be bound by the following Terms of Use. Use of Website ContentThe content on this Website, including text, graphics, calculators,
- [Privacy Policy](https://atlanticwfm.com/privacy-policy) - Privacy Policy for Atlantic Insight LtdLast updated: 11 August 2025 This Privacy Policy explains how Atlantic Insight Ltd collects, uses, and protects personal information obtained through our website www.atlanticinsight.com and associated online services, including contact forms and interactive calculators. It applies solely to information collected via these online channels and does not cover any personal data
- [Cookie Policy](https://atlanticwfm.com/cookie-policy) - Cookie Policy for Atlantic Insight LtdLast updated: 11 August 2025At Atlantic Insight Ltd, we respect your privacy and are committed to being transparent about how we use cookies on our website, www.atlanticinsight.com.What are Cookies?Cookies are small text files placed on your device by websites you visit. They help the site function properly and improve your

## My Templates

- [404 Page](https://atlanticwfm.com/?elementor_library=404-page) - 404 Page not foundThe page you were looking for may have moved, changed name, or no longer existsPlease use the menu above to explore our WFM services, insight articles and tools, or return to the homepage Go to Homepage
- [Service Page latest LATEST](https://atlanticwfm.com/?elementor_library=service-page-latest-latest) - Forecasting Accurate, relevant forecasts that give leaders greater confidence in planning, budgeting and operational decisions Good forecasting gives leaders a better basis for decisions on service, cost and performance. It supports better planning, clearer trade-offs and fewer operational surprises. It also helps the operation prepare for future events and for changes driven elsewhere in the
- [Elementor Footer no cityscape](https://atlanticwfm.com/?elementor_library=elementor-footer-4954) - Content area
- [Footer](https://atlanticwfm.com/?elementor_library=footer) - Content area
- [Service Page Template May 2026](https://atlanticwfm.com/?elementor_library=service-page-template-may-2026) - Forecasting Accurate, relevant forecasts that give leaders greater confidence in planning, budgeting and operational decisions Good forecasting gives leaders a better basis for decisions on service, cost and performance. It supports better planning, clearer trade-offs and fewer operational surprises. It also helps the operation prepare for future events and for changes driven elsewhere in the
- [Atlantic WFM service template NEW](https://atlanticwfm.com/?elementor_library=atlantic-wfm-service-template-new) - Forecasting Accurate, relevant forecasts that give leaders greater confidence in planning, budgeting and operational decisions Good forecasting gives leaders more confidence about decisions on service, cost and performance. It supports better planning, clearer trade-offs and fewer operational surprises. It also helps the operation prepare for future events and for changes driven elsewhere in the organisation.
- [Single Post](https://atlanticwfm.com/?elementor_library=single-post) - Single Post February 1, 2022 The Atlantic WFM Scenario Calculator is a simple workforce planning tool that estimates required staffing in Full Time Equivalent (FTE), both at a net and gross level, plus total annual salary cost, for two scenarios:As Is – your current operationProposed – a future or alternative scenarioThe Scenario calculator can be
- [Header](https://atlanticwfm.com/?elementor_library=header) - Content area
- [Default Kit](https://atlanticwfm.com/?elementor_library=default-kit)
- [Old Services page](https://atlanticwfm.com/?elementor_library=old-services-page) - Forecasting & Planning How effective Forecasting and Planning can bring commercial benefit Within customer operations, a robust forecasting and planning capability is critically important for gaining competitive advantage. Customers demand swift and reliable solutions. With precise forecasting and planning, your operation can meet or exceed customer expectations, translating both directly and indirectly into increased revenue.Accurate
- [F&P](https://atlanticwfm.com/?elementor_library=fp) - Forecasting & Planning Unlock Your Competitive Edge with Exceptional Forecasting and Planning In today’s fast-paced business landscape, a robust forecasting and planning capability is the key to gaining a decisive competitive advantage. Customers crave swift and reliable solutions, translating directly and indirectly into increased revenue. With precise forecasting and planning, your operations thrive, exceeding customer
- [Elementor Single Page #1901](https://atlanticwfm.com/?elementor_library=elementor-single-page-1901) - WFM System Install & Recovery Make your WFM system trusted, usable and worth the investment A WFM system should give leaders a reliable basis for planning and operational control. It should make future staffing risk clearer and help the operation use its available resource effectively.Some systems go live without earning the confidence of the people
- [Service Page](https://atlanticwfm.com/?elementor_library=service-page) - 360° Operational Review Do you know how effective your organisation could be? Do you know how much potential for improvement exists within the business?Identifying and realising that potential is the challenge that every leader faces at a time of unprecedented marketplace disruption resulting in changing customer behaviours and preferences.Do you need to understand the impact
- [All Services](https://atlanticwfm.com/?elementor_library=all-services) - Our Services 360° Operational Review A 360° Operational Review is a diagnosis that will bring clarity, focus, confidence, and speed to issuing a prescription that will deliver results.A 360° Operational Review typically takes four to six weeks, depending on size and complexity. Each review is different but follows a proven methodology and leverages evidence-based insight
- [Subscription Popup](https://atlanticwfm.com/?elementor_library=subscription-popup) - Content area
- [Meet the Staff](https://atlanticwfm.com/?elementor_library=meet-the-staff) - Introducing Philip Stubbs Partner, Atlantic Insight Philip Stubbs has delivered improvements and commercial benefits in many different operational environments, through the application of analysis, technology and best practice techniques and processes. Management Experience Philip has considerable management experience leading shared-services departments in a wide range of operational functions, including Cable & Wireless, GE Capital, Caudwell

## Categories

- [Uncategorized](https://atlanticwfm.com/category/uncategorized)
- [Insight](https://atlanticwfm.com/category/insight)
- [Other](https://atlanticwfm.com/category/other) - Other posts
- [Forecasting](https://atlanticwfm.com/category/forecasting) - Articles about volume forecasting for Customer Operations
- [Capacity Planning & Budgeting](https://atlanticwfm.com/category/capacity-planning-budgeting) - Articles about capacity planning and budgeting within Customer Operations
- [Resource Planning & Scheduling](https://atlanticwfm.com/category/resource-planning-scheduling) - Articles about resource planning & scheduling within Customer Operations
- [Real Time & Performance Management](https://atlanticwfm.com/category/real-time-performance-management) - Articles about real time and performance management within Customer Operations
- [WFM apps](https://atlanticwfm.com/category/wfm-apps) - Guides on how to use our WFM apps