Many burnout issues trace back to fragile or disconnected capacity plans. As part of your Health Check, we assess how your long-term plan aligns with mid-range and daily forecasts—uncovering gaps that lead to chronic understaffing, over-reliance on overtime, and missed service goals. We evaluate trend assumptions, risk buffers, and handoffs between planning horizons to build a stronger, more resilient forecasting ecosystem.

When shrinkage is underestimated or occupancy targets are misaligned, agents pay the price through unrealistic expectations and relentless workloads. As part of the Health Check, we analyze how well you account for both planned and unplanned shrinkage, assess your occupancy strategy, and evaluate the impact on schedule integrity and agent stamina. These hidden mismatches are often root causes of burnout and performance breakdowns—our goal is to bring them to the surface and design a better balance

Inconsistent or rigid scheduling is one of the most visible—and painful—drivers of burnout. Through the Health Check, we examine how your schedules are built, whether they reflect real demand patterns, and how well they balance business needs with agent flexibility.  Our analysis surfaces gaps in shift design, schedule generation, schedule quality and governance —so you can balance agent flexibility with operational expense objectives. 

Too often, burnout stems from manual processes that should’ve been automated years ago. In your Health Check, we evaluate your WFM tech stack—looking at how automation is (or isn’t) being used for forecasting, scheduling, adherence management, and real-time adjustments. We identify missed opportunities where AI could reduce human strain, improve decision speed, and create breathing room for both frontline teams and WFM leadership. Smart automation doesn’t replace people—it protects them.

Burnout often shows up downstream of poor real-time execution. In the Health Check, we evaluate how your real-time team handles intraday variance, escalation protocols, and service level threats. Do your teams react to issues—or prevent them? We look at how well you monitor KPIs, empower decision-making, and communicate across departments to protect both service levels and employee well-being. 

Technology alone doesn’t drive performance—people do. In the Health Check, we assess how your team engages with your WFM tools: Are systems being fully leveraged? Are the right people in the right roles? Is there clarity, training, and accountability across forecasting, scheduling, and intraday functions? We uncover where your tech stack is underutilized due to skill gaps, lack of enablement, or misaligned roles—then recommend investments in team capability to turn tools into outcomes.