Episodi
-
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
-
Episodi mancanti?
-
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
- Mostra di più
