Workforce Management in the age of AI

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, 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