Workforce management,
solved.
I combine mathematical precision with operational strategy to fix your capacity planning and scheduling. No guessing. No bloated tools. Just answers.
Capacity planning built on
gut feelings breaks.
Overstaffing on weekends. Burning out agents during spikes. Budgets nobody trusts. The same patterns show up in every org I audit.
Decisions driven by last quarter's panic instead of next quarter's forecast. Headcount requests that finance doesn't trust.
Formulas nobody can explain, built on assumptions nobody validated. The three most common mistakes I find cost clients 15-25% in excess staffing.
Predictive modeling your finance team actually trusts. Flexible staffing that adapts to reality. Custom tools your team owns after I leave.
When 20-60% of volume shifts to AI agents, your capacity model needs to account for new variables. I build the scenario models on your actual data.
What happens after we work together.
"For over a year, our weekend staffing costs were a significant concern. Following Adrien's detailed analysis and optimization, we realized savings of tens of thousands of dollars in weekend staffing costs alone. All without an impact to service metrics."
"Adrien's capacity simulation revealed we didn't need more heads. That single insight saved us ~$150k in unnecessary Q4 hiring costs."
"The custom-developed tools provided have been instrumental in enhancing our strategic planning capabilities."
"Our internal Erlang calculator was a black box that nobody trusted. Adrien didn't just fix the formulas; he built a transparent, dynamic model that our finance team actually trusts. We went from arguing about the budget to agreeing on it in minutes."
AI is changing your workforce.
Your capacity plan should too.
Contact centers are investing heavily in AI, but most are failing to translate that into updated workforce plans. The result? Capacity models that assume a world that no longer exists.
I help contact centers model exactly what happens to their staffing when 20%, 40%, or 60% of volume shifts to AI agents. Real scenario models built on your actual data.
Get an AI-Readiness AssessmentSolutions for every stage.
Every engagement follows the same model: audit your data, build the strategy, deliver working tools, and train your team to own them.
WFM Health Check
A rapid diagnostic across 8 dimensions of your WFM practice. You get a scorecard, a written assessment, and a prioritized action plan.
- 2-hour deep dive session
- 8-dimension WFM scorecard
- Written assessment report
- Prioritized action plan
Capacity Planning
A complete 12-month capacity model with staffing roadmap, financial impact analysis, and custom tools your team keeps.
- 12-month capacity model
- Staffing roadmap & hiring plan
- Custom Excel/Sheets tools
- Executive presentation & team handoff
AI-Readiness Assessment
Model what actually happens to your staffing when AI handles a chunk of your contacts. Scenario models built on your data.
- AI deflection scenario model
- Revised capacity plan
- True cost-per-contact with AI
- Transition roadmap & risk assessment
Fractional WFM Director
Ongoing capacity management, hiring season oversight, team coaching, executive reporting, and AI transition guidance.
- Ongoing capacity management
- Hiring season oversight
- Team coaching & development
- Executive reporting & AI guidance
I work with your existing stack — Assembled, NICE, Verint, Genesys, and more — or even spreadsheets. No forced migrations.
Adrien Seldon
Founder & Principal
For over 17 years, I've worked behind the scenes of high-volume support centers at companies like Stripe, AWS, and Boeing. I've seen the same pattern everywhere: teams running on gut feeling rather than data. I founded Seldon Solutions to bring enterprise-grade workforce management science to teams that need it most.
Nashville — 2022, 2024, 2025, 2026
All client data processed on local hardware using locally-hosted AI models. Zero cloud transmission to third-party AI providers.
WFM Insights & Guides
Practical frameworks from 17+ years in the field. No fluff.
How to Build a 12-Month Contact Center Capacity Plan
The step-by-step methodology I use with every client. What goes into it, where most plans fail, and when to bring in help.
Read GuideWhy Your Erlang C Calculator Is Lying to You
The three most common formula mistakes I find in client capacity models.
Read ArticleCapacity Planning When 30% of Volume Goes to Bots
What actually changes in your staffing model when AI handles a chunk of your contacts.
Read ArticleCommon Questions
Do I need to switch my current WFM software? +
What is the typical ROI? +
How long does an initial audit take? +
How do you handle client data security? +
How does AI change what I need from a WFM consultant? +
Do you offer long-term retainer options? +
Let's look at
your numbers.
Whether you need a quick diagnostic or a full engagement, it starts with a conversation about your data.
Project Inquiry
Tell me about your situation and I'll reach out.