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weWFM Show

weWFM
Workforce Management
Key Performance Indicators
Scheduling Efficiency
Employee Satisfaction
Forecasting Accuracy
Automation
Customer Experience
Customer Satisfaction
Operational Performance
Forecasting
Digital Workforce
Employee Engagement
Artificial Intelligence
Cost Per Contact
Average Handling Time
Resource Planning
Strategic Planning
Integrations
Capacity Planning
Digital Transformation

weWFM is on a mission to help people enjoy staying informed, with a wide variety of stories, that will explore the most important prerequisites for increasing customer happiness, employee retention, and cost-effectiveness is effective workforce management. In essence, it is to understand about assigning the right employees with the right skills to the right job at the right time, to meet demand.

PublishesMonthlyEpisodes60Founded4 years ago
Categories
BusinessManagement

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Artwork for weWFM Show

Latest Episodes

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 ... more

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, an... more

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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 sup... more

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-offic... more

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Recent Guests

Brad Cleveland
Founding partner and former CEO of ICMI, expert in customer experience and contact center management
ICMI
Episode: From Timekeeper to Strategic Architect: The Evolution of WFM
Philip Stubbs
Partner at Atlantic Insight, expert in forecasting and resource planning
Atlantic Insight
Episode: A forecasting Masterclass from the co-winner of the 2024 VN1 forecasting competition
Ted Lango
Senior Vice President at Intradiem and founder of WFM Labs
Intradiem
Episode: Automation, Community, and Transformation within Workforce Management
Mark Gill
Solutions Sales Executive at NICE
NICE
Episode: Integrating for Impact: Enhancing WFM with Seamless Connections
Doug Shaulis
WFM Leader Administrator at PayPal
PayPal
Episode: Integrating for Impact: Enhancing WFM with Seamless Connections
Wayne Mitchell
Planning and Scheduling Manager with extensive experience in workforce management.
Unspecified
Episode: Streamlined WFM: Enable Productivity and Operational Success
Graeme Gabriel
Solutions Consultant with a background in contact centers and workforce management.
NICE
Episode: Streamlined WFM: Enable Productivity and Operational Success

Host

Doug Casterton
Host of the show, with deep knowledge of workforce management practices and a commitment to enhancing customer and employee experiences.

Reviews

4.9 out of 5 stars from 34 ratings
  • Long Overdue look at WFM

    This is something I have looked for for a long time. Workforce Management is one of the least studied disciplines in Business. Doug Casterson has written a good portion of the articles that formed my foundational knowledge of Workforce. Looking forward to conversations with Ger Koole and other standouts in the field!

    Apple Podcasts
    5
    Rbigd
    United States4 years ago

Listeners Say

Key themes from listener reviews, highlighting what works and what could be improved about the show.

Listeners appreciate the long-overdue focus on workforce management, noting its lack of attention in business studies. They express enthusiasm for expert insights on customer experience and management strategies, underlining the podcast's value in the field.

Chart Rankings

How this podcast ranks in the Apple Podcasts, Spotify and YouTube charts.

Talking Points

Recent interactions between the hosts and their guests.

Maximising Workforce Management Impact: KPIs for Planning and Operational Effectiveness
Q: What are some of the practical steps that teams should look into when running KPI-driven strategies?
Teams should define objectives, choose relevant KPIs, and ensure targets are realistic and tailored to their organizational context.
Maximising Workforce Management Impact: KPIs for Planning and Operational Effectiveness
Q: How can call centers really use KPIs beyond just measuring?
By employing root cause analysis techniques to drive meaningful improvements and not just tracking them passively.
Maximising Workforce Management Impact: KPIs for Planning and Operational Effectiveness
Q: How do you think organizations should actually handle KPIs?
Organizations should align their KPIs with their unique goals, considering their values, brand, and operational context.
Maximising Workforce Management Impact: KPIs for Planning and Operational Effectiveness
Q: Why are KPIs so essential in your opinion?
KPIs are essential because they help measure performance against targets and identify areas for improvement.
Community Builders: Transforming CX and Workforce Management
Q: If there was one thing you could solve in your space, what would it be?
I would solve the matter of motivation, ensuring everyone feels activated by their organization’s meaningful purpose.

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Frequently Asked Questions About weWFM Show

What is weWFM Show about and what kind of topics does it cover?

Focusing on the integral aspects of workforce management, this show provides insights on increasing customer satisfaction, promoting employee retention, and improving organizational cost-effectiveness. It explores topics such as key performance indicators (KPIs), data integration, automation, and the evolving role of technology in workforce management. Additionally, discussions with industry experts highlight innovative strategies and solutions to address common challenges in the field. Uniquely, the show not only emphasizes analytical approaches but also the human elements of workforce management, fostering a community where professionals can share knowledge and experiences.

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Rephonic provides a wide range of podcast stats for weWFM Show. We scanned the web and collated all of the information that we could find in our comprehensive podcast database. See how many people listen to weWFM Show and access YouTube viewership numbers, download stats, audience demographics, chart rankings, ratings, reviews and more.

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How many subscribers and views does weWFM Show have?

To see how many followers or subscribers weWFM Show has on Spotify and other platforms such as Castbox and Podcast Addict, simply upgrade your account. You'll also find viewership figures for their YouTube channel if they have one.

Which podcasts are similar to weWFM Show?

These podcasts share a similar audience with weWFM Show:

1. Coaching Real Leaders
2. Worklife with Adam Grant
3. A Bit of Optimism

How many episodes of weWFM Show are there?

weWFM Show launched 4 years ago and published 60 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.

How do I contact weWFM Show?

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Where can I see ratings and reviews for weWFM Show?

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What guests have appeared on weWFM Show?

Recent guests on weWFM Show include:

1. Brad Cleveland
2. Philip Stubbs
3. Ted Lango
4. Mark Gill
5. Doug Shaulis
6. Wayne Mitchell
7. Graeme Gabriel

To view more recent guests and their details, simply upgrade your Rephonic account. You'll also get access to a typical guest profile to help you decide if the show is worth pitching.

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