Workforce Management 201: The Link Between Cost, Burnout, and Experience
Workforce management is often treated as a scheduling function.
In reality, it’s a leadership decision with lasting consequences.
In this episode of CX Roundtable, host Sarah Caminiti is joined by workforce management leaders Dan Smitley and Arlyne Pardo to unpack how staffing decisions quietly shape three things every organization cares about: cost, burnout, and customer experience.
This conversation moves beyond definitions and tools to examine what actually happens when demand and capacity are misaligned—and why those effects show up later as attrition, absenteeism, missed revenue, and degraded trust.
In this episode, we explore:
Episode 1 laid the foundation.
Episode 2 is where the tradeoffs get real.
If you lead CX, Support, or Operations, this episode gives language to decisions you’re already making—and clarity on how to make them more intentionally.
🎧 Listen now and stay with the series.
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