Brad Cleveland: "I've always thought of a T-shaped skillset". The vertical bar represents deep experience in core WFM principles like forecasting and scheduling, while the horizontal allows us to extend our influence. This expertise often gets us invited into helping entire organisations run better, not just contact centres.
Brad Cleveland full weWFM episode can be found:
Key observations from my experience:
WFM expertise naturally transcends departmental boundaries, bringing planning discipline to multiple business units
Workforce management works best as a living, breathing ecosystem rather than a set of rigid processes
As technology advances, our ability to understand and support human needs becomes even more crucial, not less
What I'm seeing beyond this:
The most successful WFM implementations balance data-driven decisions with genuine human empathy
When we translate technical WFM expertise into business outcomes, we transform from operational support into strategic partners
The passion and togetherness I've experienced in contact centres throughout my career has been truly special. I genuinely believe workforce management professionals are uniquely positioned at this intersection of people, processes and technology. If you fail to plan, you plan to fail... but with the right WFM approach, your organisation can thrive.
What aspects of workforce management do you see evolving most rapidly in your business?
Share this post