weWFM Show

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.

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 fantástico episodio.

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, and what part WFM has to play in formuation and testing of business continuity plans (BCP)

- The evolution of the South African contact industry and how mature workforce management is in the region.

- How Six Sigma is an excellent complement to workforce management

- When everything in your WFM strategy is going well, the importance of volume stress testing increases

- The importance of developing a strong internal and external network to the success of workforce management

Find out more about weWFM at www.wewfm.com   #WFM #workforcemanagement #planning #contactcenter #businessintelligence

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.

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 Centre Network... As a contact center enthusiast, Garry has appeared on numerous podcasts and speaker events, evangelizing about how operational leaders require assistance in spinning all of the plates they must manage. To that end, he also hosts his own thought leadership events through The Contact Centre Network, a regular monthly event that brings together the contact center community to address some of the key issues and topics that affect operational leaders. If you want to attend one of Garry's free events, you can find a list of all upcoming events at this URL: https://www.fabsolutions.co.uk/contact-centre-training/the-contact-centre-network/

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  

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 general job market update, and how Ian has watched the industry grow over the last two decades.

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.

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 development, including schedule optimization algorithms and integrations with HR software, and launching an initiative, CX Scholars, that’ll commit a percentage of Assembled’s revenue to continue education for support workers.