People are at the heart of business. Always have been; always will be. However, managing your entire workforce can be daunting, and making even the smallest mistake can have drastic consequences. So what can you do to prevent that from happening? If you're Dan Smitley, you get that workforce engaged! We'll be focused on WFM strategy in today's discussion, but we'll also be breaking down Dan's session from ICMI last week, as well as going over the conference experience in general. If you missed out on the conference this year, don't miss out on this episode!

[6:42 - 7:57] As a vendor, a lot of thought goes into the booth, its decor, and what you present, but the most important part of these events is the people. It’s such a magical moment when you are able to meet your online friends and really get to network with others. 

[8:21 - 9:11] Workforce Management (WFM) has three primary buckets: forecasting, scheduling, and real time management. In essence, we are asking how many calls or interactions we are getting, who's going to be taking them, and how we manage, in real time, when we are wrong about how many calls or people we have coming in. 

[15:04 - 17:08] Oftentimes, WFM removes themselves from conversations and being heard, because all they say is that it’s not their problem. What WFM needs to think through is if we are going to look at employee engagement and investing in the employee. Then they need to stay in these conversations of where the company is going. 

[22:47 - 24:45] To go after that paradigm shift and start breaking down silos, we first need to look at people complexly. People are more than just the numbers and there needs to be so much more curiosity in the people, before we start adjusting people’s life and working patterns. 

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