Dan Smitley - Call Centre Helper

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Dan Smitley

Dan Smitley, Founder of 2:Three Consulting

Dan Smitley is a WFM expert, speaker, and consultant. As the founder of 2:Three Consulting, he believes WFM teams can be more than just scheduling and forecasting focused on the optimization of staff.

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Recent Articles Most Viewed Articles

How Can Resource Planners Help Reduce Frontline Stress?

How Can Resource Planners Help Reduce Frontline Stress?

What to Do With an Agent Who’s Suddenly Lost Their Confidence

What to Do With an Agent Who’s Suddenly Lost Their…

The Real Reasons You’re Failing to Tackle Lateness

The Real Reasons You’re Failing to Tackle Lateness

Shaping the Future: 2026 Priorities for WFM Professionals

Shaping the Future: 2026 Priorities for WFM Professionals

Why It’s Never Been More Important to Embrace Flexibility

Why It’s Never Been More Important to Embrace Flexibility

What to Do With an Agent That’s Lost Their Voice

What to Do With an Agent That’s Lost Their Voice

Is Intraday Management Finally About to Get Easier?

Is Intraday Management Finally About to Get Easier?

Stop Making Your Absence Rates Go Up!

Stop Making Your Absence Rates Go Up!

Top Tips for Running a Great 24/7 Contact Centre Operation

Top Tips for Running a Great 24/7 Contact Centre Operation

The Best Ways to Manage the Night Shift

The Best Ways to Manage the Night Shift

From Chaos to Control! Why Contact Centres Are Prioritizing WFM Solutions

From Chaos to Control! Why Contact Centres Are…

Quick Wins to Maximize Your WFM System

Quick Wins to Maximize Your WFM System

Four Tips to Manage Shrinkage

Four Tips to Manage Shrinkage

Our Top Webinars of 2024

Our Top Webinars of 2024

21 Top Tips to Improve Your Agent Onboarding

21 Top Tips to Improve Your Agent Onboarding

A Beginner’s Guide to Managing an Intraday Plan

A Beginner’s Guide to Managing an Intraday Plan

Is It Best to Schedule or Free-Style Agent Breaks?

Is It Best to Schedule or Free-Style Agent Breaks?

The Essential Guide to WFM – Key Features to Look For

The Essential Guide to WFM – Key Features to Look For

Recorded Webinar: Tips for Optimising Workforce Management

Recorded Webinar: Tips for Optimising Workforce Management

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Customer Operations Case Study Pack

Webinar Replay: Are You Wasting Your CX Data’s Potential?

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Low-Code Use Cases With Real-World Examples

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?