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 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

In this episode we speak with Dr. Mark Alpern and together we explore the "Power of Strategic Planning" in workforce management.
Join us as Dr. Alpern, co-founder of Cinareo, explores foundational principles of effective planning and addresses the evolution of planning challenges amidst digital transformation.
He shares valuable strategies and technological insights that can enhance planning processes and discusses the future trends that will shape workforce management.
This episode is a must-listen for anyone from students to seasoned managers eager to refine their planning skills and prepare for future challenges in the field.

For more information about Cinareo:

https://www.cinareo.com/

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

Step behind the curtain with Alec as he shares the unfiltered scoop on the WFM world's latest hits and misses.
From the echo of AI in every corner to the cloud's rising chart-toppers and the mixed reviews on remote work arrangements, Alec breaks it down with the ease of a musical producer mixing tracks. He offers a deep dive into the dynamics of workforce management technologies, the intricate process of harnessing data for business insights, and the strategic advantages of cloud adoption for organizations looking to stay ahead in the digital era.
This episode is packed with straightforward discussions aimed at those eager to stay in tune with the evolving landscape of work and technology.
Don't miss out on this opportunity to sync up with the future of the tech industry.

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.

Explore the transformative journey of a call center expert over three decades in this podcast with Mark Williams. The guest shares insights from starting as an agent to becoming a senior manager, emphasizing the importance of diverse skills, empathy, and adaptability in workforce management. He discusses the critical aspects of leading teams, addressing challenges, and balancing customer and employee needs. This episode offers valuable lessons for anyone in the call center industry or in leadership roles, revealing the nuances of career growth and effective team management.

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 are set for an inspiring hour as we explore the extraordinary friendship journey within the Workforce Management (WFM) world.
In this episode, we sit down with James Quiggins, Business Development Leader, and Penny Reynolds, Founding Partner of The Call Center School at InVision Group, two friends with a deep bond cultivated over decades in the WFM industry.

Discover the challenges they've faced, the milestones they've witnessed, and the importance of friendship in this ever-evolving landscape.
Get ready for a candid and heartwarming conversation exploring the professional and personal aspects of their remarkable WFM journey.

This episode is sponsored by injixo, please visit the link for more information https://www.wewfm.com/sponsor-injixo

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.

Welcome back to the weWFM Show!

After an incredible first season with 40 episodes filled with inspiring guests and insightful conversations, we are thrilled to announce the beginning of Season 2. Get ready for even more captivating stories, new perspectives, and groundbreaking conversations from our future guests. Join us as we continue to go deeper into the world of workforce management, uncovering the magic sauce that shapes the industry.

Stay tuned for exciting interviews and the launch of our "Project Research." A project that will help set the benchmark for what WFM is today.

We can't wait to share this enlightening journey with you!

The research will be announced in a few days, so make the date 14th August 2023.