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This episode looks at WFM from a different perspective - does Ops really need a team of people to build schedules, or can they run their own rosters on Excel?

Is it necessary for a business to actually have a forecast, or can they get by with merely guessing.

Was there ever a situation where the answer was ‘Maybe WFM can benefit us’?

Hopefully this episode can turn that ‘Maybe’ in ‘Definitely’.

1. The Burst Fire Hydrant Moment - It’s not bad luck, it’s a missing forecast.

2. Guessing is Not a Strategy - In a world of chaos, guessing is risky.

3. The Avengers of Ops Control - Using the talents of WFM to provide more than an Excel Roster.

4. From Firefighting to Leading - Stop surviving the day, start mastering it.

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This episodes covers a different side of working in WFM - not what’s seen on the Job Spec, not the fancy building you’ll be working in or how popular the company is.

I go through my journey in WFM and cover the things that I have never seen on any WFM job ad but found that these skills are worth more than the actual WFM skills, to make a career.

Based on a true story.

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In this episode, we go through the highlights of my guest appearance on Irina Hollatz show ‘WFM Unfiltered’.

Be sure to check out her Podcast and YouTube channel for really insightful content with many industry professionals.

Link to her YouTube channel: https://youtube.com/@wfmunfiltered?si=1FILwE_hFIDO8JKi

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Compilation Episode!

In this one, we cover various aspects of WFM in one episode.

• Absence Insights.
• Outbound Planning
• Service Level challenges
• WFM Analytics
• Leadership in WFM

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Can WFM lead Ops teams to better results — not by force, but by example?
In this episode I cover:
1. WFM: More Than Just Schedulers.
2. Productivity Starts at the Top.
3. Want Ops to Stick to the Plan?
4. Contact Centre Leadership, Reinvented.

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If you tuned into our last episode where we explored "Applying WFM in Outbound Contact Centres," then you're going to love today’s deep dive — because now we're taking it one step further: what if we could measure and prove the real financial gains of smart WFM Analytics?
In this episode I cover:
1: The Productivity Sweet Spot.
2: The Myth of Headcount Cuts.
3: R58,000 Without Spending a Cent.
4: WFM Analytics: Your Competitive Edge.

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Managing Service Level is like steering a car — you can't wait until after the crash to turn. In this episode I cover:
1: Forecasting vs Guessing
2: Real-Time Agility
3: Excuses vs Reasons
4: WFM as a Strategic Weapon

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If you’re using agent call volumes to forecast outbound workload… you’re doing it wrong.
What you're really forecasting is past 'agent behaviour' and not future 'business demand'.
And that’s why your schedules don’t work—and your team ignores them.
In this episode I cover:
1: The Forecasting Trap
2: Why Most Outbound WFM Plans Fail
3: WFM Isn’t Just Scheduling
4: One Simple Change = 38 Extra Sales a Day
5: You Can’t Manage What You Don’t Understand

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