INSIDE VIEW
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH DAN SMITLEY
ILLUSTRATION PROVIDED BY ADOBE IMAGES
IS WFM KEEPING UP?
WHAT WORKFORCE MANAGEMENT PROFESSIONALS NEED TO DO. Managing contact centers has always been challenging. Juggling customers’ and agents’ needs under tight budgets and timelines. Ensuring the right numbers of qualified staff are available within acceptable wait times. And while facing ever-changing C-suite expectations.
But these tasks become exponentially more difficult to accomplish well when managers also must toss the impacts of a changing, disruptive economy and new and arguably transformational technologies.
Applying workforce management( WFM), both the method and the technology, is how managers keep all these balls in the air.
But can these professionals step up their performance with their expanded acts under the glare of a critical, paying executive audience? Who also face pressure from increasingly demanding shareholders?
DAN SMITLEY
To find out, we had a virtual conversation with Dan Smitley, Founder of 2: Three Consulting and a recognized WFM expert.
WHAT ARE THE TOP ISSUES, DEVELOPMENTS, AND TRENDS THAT YOU HAVE SEEN ARISE AND LIKELY CONTINUE INTO 2026 THAT ARE IMPACTING THE ABILITY OF CONTACT CENTERS TO MEET STAFFING LEVELS? WHAT ARE THEIR CAUSES AND DRIVERS?
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