Send us a text

In this episode of CX Roundtable, we continue our Workforce Management (WFM) series with a deep dive into what good WFM actually looks like in practice.

After covering WFM fundamentals (WFM 101) and why workforce management matters (WFM 201), this episode focuses on the operational reality of workforce management—including KPIs, forecasting accuracy, intraday management, SOPs, tooling, and organizational trust.

Host Sarah Caminiti is joined by workforce management experts Dan Smitley and Arlyne Pardo to unpack how mature WFM teams operate inside modern contact centers, BPOs, and customer experience organizations.

You’ll learn:

• Which WFM KPIs actually matter—and why context is more important than activity
• How forecast accuracy works across volume, handle time, shrinkage, and absenteeism
• Why burnout is often a capacity and planning issue, not a performance problem
• What strong SOPs enable for forecasting, scheduling, and intraday execution
• How intraday management (RTA) keeps teams stable when demand shifts
• What to look for in workforce management tools, platforms, and vendor partnerships
• How trust and curiosity turn WFM into a strategic partner instead of a reporting function

Whether you’re a CX leader, operations leader, WFM analyst, contact center manager, or BPO partner, this episode demystifies workforce management and reframes it as applied decision-making at scale.

If workforce management has ever felt overly technical, intimidating, or disconnected from leadership strategy, this conversation grounds it in reality—and shows how to build a WFM function that actually works.

Stay tuned for the final episode in the series, where we explore strategic partnerships and cross-functional collaboration in workforce management.

Support the show

Enjoying CX Roundtable? Follow the show, leave a review, and share this episode with someone building the future of customer experience.