In this episode, we’re sharing top insights from our recent virtual event, Breaking Free From Spreadsheet Scheduling Struggles: 5 WFM Challenges Solved, where Sales Engineer Charlie Snedden and Public Safety Sales Director John McDonnell shared how WFM solutions transformed scheduling for 911 centers, addressing the pitfalls of outdated tools like Excel spreadsheets. They explored key challenges and demonstrated how advanced WFM tools introduced flexibility, reduced errors, and enhanced employee well-being by helping prevent burnout. 

In This Episode:

• 0:31 – Introduction by Emily, setting the stage for workforce management in 911 centers.
• 1:00 – John and Charlie explain the impact of outdated scheduling methods on agent wellness and retention.
• 9:19 – The benefits of flexible, automated scheduling solutions to accommodate last-minute changes.
• 15:10 – Addressing understaffed floors: achieving optimal operations with limited resources.
• 20:03 – Exploring how WFM tools support employee retention and prevent burnout.
• 26:02 – Real-time scheduling adjustments and improved reporting for streamlined operations.

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

Charles Snedden on LinkedIn: https://www.linkedin.com/in/charliesnedden/

John McDonnell on LinkedIn: https://www.linkedin.com/in/john-mcdonnell-31153136/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/