weWFM Show

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 pla...

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 operati...

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...

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. Ch...

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 i...

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,...

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 plannin...

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 Workf...

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...

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 uni...

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 imp...

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 abil...

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...

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 pl...

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....

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 #contact...

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...

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,...

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 #W...

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...

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...

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 #contactce...

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 developme...