weWFM Show

In this episode, WFM Evangelist Chris Dealy (injixo) joins us to explore how the right KPIs can transform workforce planning and operational performance. From forecast accuracy to AHT and beyond, Chris shares expert insights, practical strategies, and real-world examples to help contact centres align metrics with meaningful outcomes — boosting both service quality and employee satisfaction.Sponsored by: Peopleware

In this insightful episode of the WeWFM podcast, host Doug Casterton sits down with Brad Cleveland, founding partner of ICMI and author of "Contact Center Management on Fast Forward." They explore how workforce management has evolved from a basic support function to a strategic differentiator in modern contact centers. Brad shares his four decades of experience working with organizations across 60 countries, explaining how AI is amplifying rather than replacing WFM and why explaining "the why" behind forecasts is crucial for building trust with operational leaders.The conversation delves into practical advice for WFM professionals seeking a seat at the leadership table, the importance of developing T-shaped skillsets, and why we must never lose sight of the human element despite technological advances. Brad's vision of WFM as a "living, breathing ecosystem" rather than a set of rigid processes offers valuable insights for anyone looking to future-proof their workforce management strategy as we approach 2030 and beyond.

Our guest for this episode is Philip Stubbs, partner at Atlantic Insight. Philip brings a unique blend of academic rigor and hands on know how, which he has honed over years of delivering major performance improvements for contact centers, back-office, and field operations. In addition to having led high-impact teams at organisations like British Gas and JD Williams, Philip has also expanded into machine learning and Python based forecasting, and we discuss in this episode how modern data science can solve long standing Workforce Management challenges

In this episode, we will uncover the pivotal role of data integration in driving informed decision-making within Workforce Management (WFM).Discuss the importance of seamless system integration, real-time data analytics, and data modelling in optimising resource allocation and operational efficiency.From integrating disparate systems to leveraging comprehensive data insights, learn how WFM professionals can harness the power of data to achieve strategic objectives and enhance organisational performance.This episode is sponsored by injixo, please visit the link for more information https://www.wewfm.com/sponsor-injixo

In this episode, we sit down with Ted Lango, Senior Vice President at Intradiem and founder of WFM Labs, to explore the evolving landscape of workforce management.Ted shares insights from his extensive experience in the contact center industry, diving into the challenges and opportunities within workforce automation, community-building, and innovative planning methods. We discuss the transformative power of automation, how WFM professionals can leverage new tools to adapt to real-time demands, and the importance of engaging in community learning.Ted also highlights the critical need for flexibility in today's workforce environment and shares advice for those just starting in WFM. Whether you're a seasoned professional or a newcomer, this episode is packed with practical insights on driving growth and innovation within workforce management.

In this episode of the weWFM Show, we welcome two experts in the field of workforce management: Mark Gill, a Solutions Sales Executive at NICE, and Doug Shaulis, a WFM Administrator at PayPal. Together, they will explore the pivotal role of integrations in WFM systems, examining how seamless connectivity can drive operational efficiency, enhance user experience, and support the complex needs of a global workforce. 

In our latest episode, we step into the transformative power of community builders in CX and workforce management. Join us as we uncover how these unsung heroes drive customer experience innovation and enhance team dynamics. Our guest Nate Brown shares invaluable insights and practical strategies that redefine success in today's competitive landscape.Don't miss out on this enriching discussion! Whether you're a CX enthusiast or a workforce strategist, there's something here for everyone looking to elevate their game.

In this episode of the weWFM Show, we are joined by Wayne Mitchell from EE and Graeme Gabriel, a WFO Solution Consultant at NICE.Wayne shares insights from EE's major transformation in workforce management, highlighting the challenges faced and the remarkable outcomes achieved.Graeme discusses common hurdles organizations encounter when implementing WFM solutions and the significant role of AI and automation, including RPA, in modern workforce management.Together, they explore future innovations and offer valuable advice for organizations looking to enhance their workforce management processes. Tune in for an enlightening conversation on optimizing workforce management systems! This episode is sponsored by NICE ⁠https://www.wewfm.com/sponsor-nice⁠ For more information about the case study mentioned in this episode visit: https://www.nice.com/resources/ee-expands-workforce-flexibility-and-engagement-with-nice-workforce-management

In this episode we speak with Dr. Mark Alpern and together we explore the "Power of Strategic Planning" in workforce management.Join us as Dr. Alpern, co-founder of Cinareo, explores foundational principles of effective planning and addresses the evolution of planning challenges amidst digital transformation.He shares valuable strategies and technological insights that can enhance planning processes and discusses the future trends that will shape workforce management.This episode is a must-listen for anyone from students to seasoned managers eager to refine their planning skills and prepare for future challenges in the field. For more information about Cinareo: https://www.cinareo.com/

In this episode, we welcome Nathan Stearns, Vice President, of WFO Product Strategy at NICE Systems. Join us as we dive into the heart of operational efficiency, we explore the evolution of contact centers, the rise of asynchronous work, and the blending of front and back office operations. Unpack the future of back office work, including the transformative role of AI and machine learning. With expert insights and practical advice, this episode is a must-listen for business leaders looking to streamline their operations and embrace innovation. This episode is sponsored by NICE https://www.wewfm.com/sponsor-nice

Step behind the curtain with Alec as he shares the unfiltered scoop on the WFM world's latest hits and misses.From the echo of AI in every corner to the cloud's rising chart-toppers and the mixed reviews on remote work arrangements, Alec breaks it down with the ease of a musical producer mixing tracks. He offers a deep dive into the dynamics of workforce management technologies, the intricate process of harnessing data for business insights, and the strategic advantages of cloud adoption for organizations looking to stay ahead in the digital era.This episode is packed with straightforward discussions aimed at those eager to stay in tune with the evolving landscape of work and technology.Don't miss out on this opportunity to sync up with the future of the tech industry.

Join us for a compelling episode with a Workforce Management expert Irina Mateeva, Founder of RightWFM. Irina discusses her global journey in transforming WFM chaos into efficient, people-centric operations. She shares insights on addressing workforce management challenges, optimizing resources, and balancing operational efficiency with employee well-being. This episode is essential for anyone in workforce planning, offering practical solutions for today's challenging business environments.

Explore the transformative journey of a call center expert over three decades in this podcast with Mark Williams. The guest shares insights from starting as an agent to becoming a senior manager, emphasizing the importance of diverse skills, empathy, and adaptability in workforce management. He discusses the critical aspects of leading teams, addressing challenges, and balancing customer and employee needs. This episode offers valuable lessons for anyone in the call center industry or in leadership roles, revealing the nuances of career growth and effective team management.

This podcast episode explores the dynamic world of workforce management with expert Chris Ward, who shares his personal story about getting into Workforce Management as a career.Chris brings a wealth of experience, having worked in various roles, including as a Director at Wellspring Recruitment and a Senior Business Analyst at NICE Ltd. Chris's journey in the industry was marked by significant achievements implementing WFM solutions across major organizations in EMEA. Tune in to hear Chris discuss WFM's challenges, triumphs, and future based on his extensive career spanning years of experience in this specialized field.

In this episode, we are set for an inspiring hour as we explore the extraordinary friendship journey within the Workforce Management (WFM) world.In this episode, we sit down with James Quiggins, Business Development Leader, and Penny Reynolds, Founding Partner of The Call Center School at InVision Group, two friends with a deep bond cultivated over decades in the WFM industry. Discover the challenges they've faced, the milestones they've witnessed, and the importance of friendship in this ever-evolving landscape.Get ready for a candid and heartwarming conversation exploring the professional and personal aspects of their remarkable WFM journey. This episode is sponsored by injixo, please visit the link for more information https://www.wewfm.com/sponsor-injixo

In this episode, we chat with Resource and Capacity Planning expert David Preece, Principal Solution Consultant at QStory. David shares his career journey, insights into Intraday Automation at QStory, and its impact on workforce productivity. He emphasizes data-driven decision-making and offers a glimpse into the future of Workforce Management. Join us for a conversation with a true industry master!

In this episode, we dive deep into the world of digital transformation and the importance of people-centric leadership with Jarrod McGrath Founder and CEO of Smart WFM. Discover how organizations can build their "digital muscle" and create extraordinary employee experiences in the modern digital age. To explore these topics further, visit Jarrod McGrath's Books and Resources.

Joining the podcast today, Ian Payne, join us on a journey into the art and science of Workforce Management (WFM). Gain insights into data analysis, vendor relationships, and creating a positive empowering work environment. Uncover strategies for informed decision-making and fostering a culture of diversity, well-being, and growth. Tune in to Mastering Workforce Dynamics for expert advice and actionable takeaways to elevate your team and organization.

Welcome back to the weWFM Show! After an incredible first season with 40 episodes filled with inspiring guests and insightful conversations, we are thrilled to announce the beginning of Season 2. Get ready for even more captivating stories, new perspectives, and groundbreaking conversations from our future guests. Join us as we continue to go deeper into the world of workforce management, uncovering the magic sauce that shapes the industry. Stay tuned for exciting interviews and the launch of our "Project Research." A project that will help set the benchmark for what WFM is today. We can't wait to share this enlightening journey with you! The research will be announced in a few days, so make the date 14th August 2023.

In this episode, we go back in time as we review great insightful messages left by our previous guest. It was hard to select the final list, but here you have our 10 unforgettable moments, from much more to pick from. Enjoy these small nuggets, more to be found in the previous episodes. In the order of the Podcast: Dave Hoekstra Anshuman Dwivedi Dan Christmas Emile Anthony E. Nair II Chris Dealy Ian Lasplace Napoleon Muisa Ger Koole Marianne Rutz Adam Kruze

In our next episode, we welcome back to the weWFM Show Tesfahun Tegene Boshe, Data Scientist and Workforce Management Analyst at TaskRabbit.  Together we will address the following questions: How well do you understand the details of a good Forecast?Have you ever gotten stuck in pursuing perfection in your WFM processes?How much can this pursuit hurt your Mental Health?Join us for another great conversation as we explore the other side of the obsession with WFM Forecast and Planning.

In this episode, Dan Smitley joins us to explore the dynamic shifts, emerging trends, and transformative innovations that shape various sectors that touch Workforce Management. Join us in this engaging discussion with Dan, an expert and thought leader who provides a fresh perspective and an overview of the challenges and opportunities ahead. an experienced public speaker and thought leader, I am passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed. I have a proven ability to ask the right questions and ensure continual innovation and intentional decision-making.

If you missed the previous episode, please give it a go before you join this for part 2. Join us for a special episode of our show as we dive into the topic of Workforce Management 2.0: Why Embracing Flexibility is the Key. Our two expert guests, Vosy Gordon, and Alec Bowman_Clarke, bring years of experience and captivating stories to the conversation. Don't miss out on this insightful discussion as we explore the future of workforce management.

Join us for a special episode of our show as we dive into the topic of Workforce Management 2.0: Why Embracing Flexibility is the Key. Our two expert guests, Vosy Gordon and Alec Bowman_Clarke, bring years of experience and captivating stories to the conversation. Don't miss out on this insightful discussion as we explore the future of workforce management.

In this episode, Emily Gray, Chief Customer Officer at Playvox, joins us to speak about the future of work in a Digital Era. Emily's unique background of being customer-centric provides the perfect perspective of what we can expect in the future. How is AI going to impact how we work, and how do companies should prepare and set up to succeed, what strategies do you and your company have in place to embrace change in this new digital world? All of this and much more in today's episode. Discover more about Playvox at https://www.wewfm.com/our-sponsors

In this episode, Chrissy Calabrese, Vice President of Product Marketing at Playvox, joins us to discuss tips and tricks to master the work in a digital Era. How to leverage automation, AI, and the role that WFM has to play in the future. Chrissy is a Technology leader with 20+ years in WFO, skilled in product marketing and management, and an expert in customer experience and contact center operations. A recognized industry thought leader, get to know from Chrissy's unique perspective the role of AI in the New Digital Era. Discover more about Playvox at https://www.wewfm.com/our-sponsors

In this episode, Michelle Randall, Chief Marketing Officer at Playvox, joins us to speak about working in a digital Era. Michelle helps us set the stage to become prepared to embrace this digital working environment while defining the role of technology in the current landscape. A recognized industry speaker and thought leader, get to know from Michelle's unique perspective how to be prepared for the New Digital Era. Discover more about Playvox at https://www.wewfm.com/our-sponsors

In this exciting podcast episode, Chris Dealy, WFM Evangelist at injixo joins the podcast to discuss the evolution of workforce management and how important it is to plan effectively. Chris has specialised in WFM for contact centres for over 20 years. He has written countless blog posts, e-books & how-to guides on the subject and hosted many well-regarded webinars with leading industry experts. Chris has helped dozens of companies to reap the benefits of WFM, and he knows the business case inside out. As an industry expert, Chris defines workforce management and discusses its benefits, including efficient staffing and scheduling to create a seamless customer experience. With his years of experience, Chris shares how the industry has evolved and why planning is crucial to achieving success. Tune in to learn how to make strong recommendations and help your business make the right decisions with effective workforce management planning. To know more about what does a top-performing contact center workforce planner look like? https://blog.injixo.com/workforce-planner-skills-and-planner-personality Follow him on LinkedIn

In this podcast episode, we have Adam Kruze, a Senior WFM Manager with over a decade of experience in contact centers worldwide. We will discuss AI, ChatGPT, and their impact on workforce management and career development. Adam's current role is Workforce Manager at PlanetArt, and he is passionate about professional improvement. He has led the growth of contact centers, optimizing processes, and implementing software integrations. Join us to learn from Adam's insights on how AI and ChatGPT can benefit your career development and optimize processes to advance your career. Take advantage of this opportunity to learn from an expert in the field.

Arvin Obra is a seasoned professional with over 17 years of experience in workforce management. Currently serving as the Director of WFM at TTEC, Arvin has been at the forefront of optimizing operations and processes to enhance customer satisfaction. Throughout his career, he has held senior roles at companies such as Alorica, and Sitel Group, where he has honed his expertise in capacity planning, scheduling, and team management. Arvin is a results-driven leader who has consistently demonstrated his ability to develop and implement long-term plans, analyze historical data and volume projections, and maintain efficient systems for call handling and scheduling. He is dedicated to providing continuous career and skills development for his team members and is known for building positive relationships with both internal and external customers.

In this episode, we speak with Ger Koole, Co-founder of our partner CCmath and Professor at Vrije Universiteit Amsterdam. Did you ever question how essential mathematics is for WFM? What role does math play in your output, even sometimes without you even realizing it? Join us in this conversation with a Mathematician that brings his broad scientific and practical experience and interest in planning and optimization in the service sector. Mainly in call centers, health care, aviation, and hospitality, highly connected with Workforce Management. For more on CCmath, please check our website https://www.wewfm.com/our-partners.

In this episode, we speak with Tiffany LaReau, owner of Human Numbers, a company that provides forecasts, staffing models, and schedules to contact centers. She has extensive experience in the field, having started her career at the Apple Call Center after graduating high school and working with various software and vendors throughout her career. Tiffany is a charter member of the Society of Workforce Planning Professionals, belongs to the International Institute of Forecasters, and is on the advisory board for Contact Center Pipeline, where she occasionally writes articles and blogs about workforce management. She also holds certifications in contact center and workforce management. If you want to learn more about WFM from Tiffany LaReau's eyes, please get a copy of the book: http://www.humannumbers.com/publications.html

In this episode, we have the pleasure of speaking with Marianne Rutz, Founder & Principle Consultant at Rutz Consulting. Marianne has spent +20 years helping multilingual contact centers turn around their frontline operations. Today leads a bespoke consulting service that transforms its failing contact center into a profitable center that meets its operational excellence standards and is ready for expansion. Marianne hosts the industry-leading “Operational Excellence Show” podcast featuring leadership topics, industry news, training episodes, and renowned guest speakers.

In this episode, André Leitão and Gonçalo Gomes take a journey across their own paths to share what starting a career in WFM looks like. Get to know the background of your hosts, their passions, and hobbies and what they believe are critical skills in the success of a WFM professional. Do you want to know what politics, software engineering, military career, working in a different country, and university paths have in common? Join us on this intimist conversation.

In this episode, we speak with Tesfahun Boshe, a Data Scientist | Workforce Management Analyst at TaskRabbit. If you are into Forecasting, what to know more about it, or even if you are just wondering how I should fix, improve or develop my Forecast team/skills, this is a must-listen episode. We speak about common mistakes, best algorithms, what kind of software you can use, ideas about how to improve the outcome of your Forecasts, and the future of the Data Science skillset in Workforce Management.

In this episode, we have the pleasure of speaking with Dave Hoekstra. When it comes to Contact Centers, Dave has seen it all. He started his journey in the 90s as an agent and continued through every role a contact center has to offer, eventually finding his way into his current role of Evangelist. Being Calabrio's Product Evangelist is by far the favorite of all his roles as it gives him the ability and pleasure of sharing his knowledge and experience with other folks in the industry. And yes, being a father, grandfather, bassist, podcast host, and photographer (and Texan), he uses words like “folks”. Combining 20+ years of experience in the industry with the rest of his life experience, Dave has a unique perspective of the tools, technology, and challenges faced by today's modern CX organizations, and he looks forward to every interaction.

In this episode, we speak with Benedikt Dormann, Head Of Customer Experience at Jimdo with over 13 years of experience in Customer Experience Management. For 3 years, Benedikt worked as a consultant for the WFM industry before moving back to Director of Customer Service. Benedikt always leverages the working relationship with WFM teams to enable and empower its ability to achieve results. In this conversation, join us and get the perspective of a senior leader on how critical it is good WFM to support a business going through some of the most challenging times.

In this episode, we speak with Marlon Martinez, a senior Workforce Management Analyst at BrokerLink with over 13 years of experience in Workforce Management. Over these last two years, Marlon made multiple videos and blog posts dedicated to solving ongoing WFM issues, explaining the point of view and recommendations to everyone in WFM. Join us and get his perspective on how challenging it is to plan nowadays, instability due to the pandemic, instability due to remote work, instability due to the impact of a downturn, and much more in today's episode.

In this episode, we speak with Kristyn Emenecker, Chief Product & Strategy Officer at Playvox. Do you want to know what you need to focus on to be prepared for a downturn? Are you debating the threat of layoffs, hiring freezes, low agent morale, and budget or resource cuts? Join us on the best strategies to be prepared for and what role WFM needs to play to be in a strategic decision position. Discover more about Playvox at playvox.com

Adriana Olteanu, an experienced WFM professional in the Contact Center industry, joins us in this episode. Join us and take advantage of this opportunity to hear Adriana's WFM's forecasting, planning, scheduling, and real-time management techniques and methods used to support Groupon's global operations. Find out more about weWFM at www.wewfm.com #WFM #workforcemanagement #planning #contactcenter #businessintelligence

A lo largo de los años, cada vez más empresas se han incorporado a Sudamérica para sus operaciones de BPO. En este episodio, Sebástian Tellez, EVP de datos, procesos y WFM de Teleperformance en Colombia, nos cuenta por qué los trabajadores latinos son tan únicos y por qué las empresas deberían invertir en Sudamérica. Automatización, trabajo a distancia y el futuro del WFM. Esto y mucho más en este fantástico episodio. Find out more about weWFM at www.wewfm.com #WFM #workforcemanagement #planning #contactcenter #businessintelligence

In this episode, we talk to Eugene De Gee, Senior Manager of Workforce Management at Luno. We discuss the following topics: - Planning in volatile environments such as the cryptocurrency market, where a single tweet may fundamentally affect your entire outlook. - How South Africa deals with loading shedding (due to power brown outs) something perhaps Europe will be facing this winter, and what part WFM has to play in formuation and testing of business continuity plans (BCP) - The evolution of the South African contact industry and how mature workforce management is in the region. - How Six Sigma is an excellent complement to workforce management - When everything in your WFM strategy is going well, the importance of volume stress testing increases - The importance of developing a strong internal and external network to the success of workforce management Find out more about weWFM at www.wewfm.com #WFM #workforcemanagement #planning #contactcenter #businessintelligence

A nossa missão é ser voz dos profissionais de gestão da força de trabalho, sendo igualmente a plataforma de conhecimento e fonte de novas ideias e melhores práticas em WFM. Nesta conversa conhecemos Welington Alves, COO da Sitel Group no Brasil, onde percorremos o crescimento do mercado no Brasil, quais os principais desafios de passagem de conhecimento e qual a oportunidade para o Futuro. #WFM #WFMbrasil #planejamentodetrabalho #recursoshumanos #Sitelgroup

In this episode, we spoke with Garry Gormley, an experienced Contact Center professional with nearly 20 years in the Contact Center industry, about everything from what to consider when purchasing a workforce management solution to advice and strategies on how to manage supply and demand in your Contact Center, whether you are understaffed or overstaffed. In this episode, we also cited The Contact Centre Network... As a contact center enthusiast, Garry has appeared on numerous podcasts and speaker events, evangelizing about how operational leaders require assistance in spinning all of the plates they must manage. To that end, he also hosts his own thought leadership events through The Contact Centre Network, a regular monthly event that brings together the contact center community to address some of the key issues and topics that affect operational leaders. If you want to attend one of Garry's free events, you can find a list of all upcoming events at this URL: https://www.fabsolutions.co.uk/contact-centre-training/the-contact-centre-network/ Find out more about weWFM at www.wewfm.com #WFM #workforcemanagement #planning #contactcenter #businessintelligence

In this episode, Evelyn Brooks, the WFM Director for Latin America and the Caribbean- Conduent talks about her experience in the WFM and BPO business, the differences between cultural environments, and how this can impact operations and WFM metrics. Find out more about weWFM at www.wewfm.com #WFM #workforcemanagement #planning #Guatemala #contactcenter #businessintelligence

This episode features an interview with Ian Lasplace (www.linkedin.com/in/ianlasplace/), the founder of Longreach Recruitment (www.longreachrecruitment.co.uk/), a boutique recruitment agency based in the United Kingdom that specializes in workforce planning and data analytics positions. We talk about what Ian looks for in exceptional workforce planning professionals when sourcing for a role, a general job market update, and how Ian has watched the industry grow over the last two decades. Find out more about weWFM at www.wewfm.com #WFM #workforcemanagement #planning #HR #contactcenter #businessintelligence #Recruitment

We addressed with Rene Nijman the future paths of WFM in terms of automation vs. added value people, the influence of the recent pandemic on the day-to-day business of large WFM teams, and the lessons learned connected to cultural differences of countries while developing global WFM operations. Find out more about weWFM at www.wewfm.com #WFM #workforcemanagement #planning #retail #contactcenter #businessintelligence

Ryan is the Cofounder and CEO of one of the most existing new bread companies in our industry, Assembled. With a background in Economics, he started his journey as an engineer for Stripe, where early he was presented with the challenge of building a solution for the WFM challenges. In a recent Series B funding raising $51 million, Ryan Wang says the new capital will be put toward product development, including schedule optimization algorithms and integrations with HR software, and launching an initiative, CX Scholars, that'll commit a percentage of Assembled's revenue to continue education for support workers. Find out more about weWFM at www.wewfm.com #WFM #workforcemanagement #planning #retail #contactcenter #businessintelligence #Assembled #PlanningUSA

Napoleon specializes in deploying Workforce Management processes and technology into operational areas such as retail, manufacturing, and healthcare, and he is a kindred spirit to our mission at weWFM, believing that the more we band together as a community, the more we can take the profession to new heights. We cover a wide range of subjects, including WFM career options, typical pitfalls in adopting workforce management technology, and some of the intricacies and contrasts between contact center workforce management and Workforce Management applied in other industries, such as retail. Find out more about weWFM at www.wewfm.com #WFM #workforcemanagement #planning #retail #contactcenter #businessintelligence

In this episode, Nikki Calhoun will share her perspective on how companies should enable service teams to become revenue enablers and what is the role of automation and data in facilitating decision making. Delivering on the promise to your end customer is critical to success. Join us to know more and leave with great advice from a senior leader in the service industry to everyone that wants to make a career in this industry. Find out more about weWFM at www.wewfm.com #WFM #workforcemanagement #planning #humanresources #contactcenter #businessintelligence

In this episode, Georgios Kagalos and Bahadr Eren discuss the collaboration they established between the Workforce Management and Business Intelligent teams, as well as how they won a European Contact Centre & Customer Service Awards (ECCCSA) award for "BEST USE OF BUSINESS INTELLIGENCE" Find out more about weWFM at www.wewfm.com #WFM #workforcemanagement #planning #humanresources #contactcenter #teleperformance #BPO #businessintelligence