weWFM Show – Details, episodes & analysis

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 the risks of over-automation, the need to keep humans in the loop, and what the next few years may look like for WFM and contact centres.

Sponsored by: ⁠NICE

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:Measuring only the gap between planned and actual staffing misses the bigger picture. True optimisation requires understanding ability, efficiency, and intensity... three ratios that, when multiplied, always equal one. This three-dimensional view brings clarity and focus to workforce effectiveness.Even mature industries like contact centres aren’t immune to hidden inefficiencies. Alex’s findings in aged care showed that up to 20 percent of workforce effectiveness can be lost, often due to overlooked allocation practices and a lack of holistic measurement.The right metrics can translate complex workforce data into a single, actionable number for leaders... making it easier to drive improvement and accountability.Additional ResourcesISO Survey: Survey Opportunity: “What is the role of HR in organizing work and workers?”: https://committee.iso.org/sites/tc260... Workforce Allocation Standard IS 30434: https://www.iso.org/obp/ui/en/#iso:st... Workforce Planning Standard ISO 30409: https://www.iso.org/obp/ui/#iso:std:i... Human Capital Reporting ISO 30414: https://www.iso.org/obp/ui/#iso:std:i... ISO TC260 Human Resource Management Committee: https://committee.iso.org/home/tc260

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!