In this episode of Symplicity Conversations, Catherine Ripley speaks with Crystal Joramo, Vice President of Strategic Alliances at Community WFM. They discuss the critical role of workforce management in enhancing employee experience and operational efficiency, the importance of partnerships in the industry, and the impact of AI and automation on workforce management. Crystal shares her career journey, insights into the evolution of workforce management, and the unique position of Community WFM in the market, especially following its acquisition by RingCentral. The conversation emphasizes the need for businesses to modernize their workforce management strategies to improve customer and employee satisfaction.
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Chapters
00:00 Introduction to Workforce Management and Community WFM
02:08 Crystal Joramo's Career Journey
05:39 Understanding Workforce Management
08:52 The Importance of Automation in Workforce Management
11:47 The Evolution of Workforce Management
13:08 Community WFM's Unique Position in the Market
15:04 The Role of Partnerships in Workforce Management
16:10 Strategic Partnerships and Market Positioning
21:49 AI and Data-Driven Workforce Management
26:16 The Future of Workforce Management Technology
32:12 Understanding Workforce Dynamics and Agent Roles
