weWFM Show

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 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.

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 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 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

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

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.

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 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!

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.

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 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.

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.