Our Story

Atlantic WFM was launched in 2026 as a dedicated workforce management brand and website for contact centres and customer operations. It sits alongside Atlantic Insight, the established performance improvement consultancy founded in 2010.

This site brings together our specialist thinking, practical experience and tools in operational forecasting, capacity planning, scheduling, real-time management and wider WFM improvement. It includes articles, calculators and service information designed to support real-world planning decisions and help organisations improve service, colleague experience and commercial performance.

Atlantic WFM builds on the wider work of Atlantic Insight, which helps organisations identify and implement performance improvement opportunities across operational environments. Atlantic Insight continues as a distinct brand at atlanticinsight.com.

In 2020, Atlantic Insight incorporated Drakelow Consulting, strengthening its capability in demand forecasting, resource planning and data analysis. That brought additional experience in improving the planning and performance of outsourced operations and customer-facing teams.

The new Atlantic WFM brand gives that capability a clearer home. It is focused on practical, best-practice WFM: improving forecasts, capacity plans, schedules, real-time control, WFM systems and planning functions.

We are rooted in Manchester, a city with a strong commercial, industrial and analytical heritage. That setting suits the way we work: direct, grounded and focused on improvement.

Across our work, the approach remains evidence-based, collaborative and practical. We help client teams understand what is limiting performance, decide what needs to change and implement improvements that can be sustained.