weWFM Show

In this episode of the weWFM Show, joinning us we have Donna Fluss and Andrea Matsuda to explore whether AI is making workforce management obsolete or more important than ever. We discuss how AI is reshaping forecasting, scheduling, intraday management, and self-service, while also looking at the rise of hybrid environments where human agents and AI work side by side. The conversation also covers...

Ever wondered what happens when you take the precision of civil engineering and apply it to workforce management? That’s exactly what Alex James has done, and I had the pleasure of diving into his approach on the latest weWFM podcast. Alex’s journey from building Sydney’s iconic tunnels to reinventing how we optimise human effort is a masterclass in cross-industry innovation. Key takeaways:Measuri...

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. Sponso...

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...

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...

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 profe...

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 transformati...

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...

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! W...

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...

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 plan...

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...

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 intri...

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...

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 emplo...

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 signific...

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 cha...

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 mas...

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 acti...

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, uncover...

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 I...

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 gre...

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...

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 discuss...