Diary of a Workforce Manager

A comprehensive WFM guide, written by Tiffany LaReau and told through her experiences, trials, and errors during her 30+ years as a WFM consultant.

Praise for
Diary of a Workforce Manager

If you want a great book on Workforce Management please check this one out! Tiffany LaReau is one of the sharpest minds in the field, she has also been to many conferences, workshops, sites, and centers. She has a wealth of knowledge and practical experience, expertly delivered in nuggets that anyone in the field can access. I genuinely enjoyed this read.
—MARSHALL LEE, Workforce Optimization Acolyte and Evangelist

If you’re new to the WFM industry or an experienced WFM professional, I recommend getting this book today!
—CAROL MITCHELL, CWFM, MBA

Tiffany LaReau has a book! If you are WFM-y she is an absolute font of knowledge in the sphere!
—RENÉE HOPKINS, Workforce Planning & Analytics Leader, Metricize

This book is a very accessible primer for anyone in the contact center or back office space who needs to understand workforce management, or workforce planning. The author has done an excellent job of pulling together the journey of being in the field and doing the work to create a useful narrative that not only helps with doing the job, but following the career paths.
—ANONYMOUS, Barnes & Noble

This is a must-read book for workforce managers or anyone who wants to learn more about what goes into contact center forecasting, scheduling and reporting. Drawing on her long experience in workforce management, Tiffany LaReau has created a substantial handbook packed with valuable WFM knowledge, techniques, tips and advice. If you are a WFMer or a contact center leader, you’ll want to add this book to your professional library.
—sm212sea, Apple iBooks

An excellent handbook for contact center workforce managers. In my career as a contact center leader, consultant, and researcher, I've encountered few people who can make the complex concepts of WFM as accessible as Tiffany LaReau does. When I learned of her new book, Diary of a Workforce Manager, I was excited to get my own copy. It didn't disappoint! This book is an enjoyable read that's packed with ideas, examples, and resources that will help anyone working in WFM navigate the nuances of their role.
—JUSTIN ROBBINS, Contact Center Evangelist, Content Marketing Strategist, & Keynote Speaker