Shows
Outpost WFM: Project OutCastHighlights from the WFM Unfiltered ShowLeave a comment or suggestionIn this episode, we go through the highlights of my guest appearance on Irina Hollatz show ‘WFM Unfiltered’. Be sure to check out her Podcast and YouTube channel for really insightful content with many industry professionals. Link to her YouTube channel: https://youtube.com/@wfmunfiltered?si=1FILwE_hFIDO8JKiSupport the show2025-06-1604 min
Outpost WFM: Project OutCastCompilation - Absence, Outbound, Service Levels, Analytics and LeadershipLeave a comment or suggestionCompilation Episode!In this one, we cover various aspects of WFM in one episode.Absence Insights.Outbound PlanningService Level challengesWFM AnalyticsLeadership in WFMSupport the show2025-06-0318 min
Outpost WFM: Project OutCastDiscover how high-performing WFM teams inspire trust and drive success - Leading from the FrontLeave a comment or suggestionCan WFM lead Ops teams to better results — not by force, but by example?In this episode I cover:1. WFM: More Than Just Schedulers.2. Productivity Starts at the Top.3. Want Ops to Stick to the Plan?4. Contact Centre Leadership, Reinvented.Support the show2025-05-2904 min
Outpost WFM: Project OutCastWFM Analytics: Your Competitive Edge - WFM Analytics in Outbound SalesLeave a comment or suggestionIf you tuned into our last episode where we explored "Applying WFM in Outbound Contact Centres," then you're going to love today’s deep dive — because now we're taking it one step further: what if we could measure and prove the real financial gains of smart WFM Analytics?In this episode I cover:1: The Productivity Sweet Spot.2: The Myth of Headcount Cuts.3: R58,000 Without Spending a Cent.4: WFM Analytics: Your Competitive Edge.Support the show2025-05-2303 min
Outpost WFM: Project OutCastWFM as a Strategic Weapon - Service Levels: Beyond the basicsLeave a comment or suggestionManaging Service Level is like steering a car — you can't wait until after the crash to turn. In this episode I cover:1: Forecasting vs Guessing2: Real-Time Agility3: Excuses vs Reasons4: WFM as a Strategic WeaponSupport the show2025-05-1503 min
Outpost WFM: Project OutCastWhy Most Outbound WFM Plans Fail - Getting WFM to work in Outbound Sales TeamsLeave a comment or suggestionIf you’re using agent call volumes to forecast outbound workload… you’re doing it wrong. What you're really forecasting is past 'agent behaviour' and not future 'business demand'. And that’s why your schedules don’t work—and your team ignores them. In this episode I cover:1: The Forecasting Trap2: Why Most Outbound WFM Plans Fail3: WFM Isn’t Just Scheduling4: One Simple Change = 38 Extra Sales a Day5: You Can’t Manage What You Don’t UnderstandSupport the show2025-05-0804 min
Outpost WFM: Project OutCastAbsence Insights from WFMLeave a comment or suggestionCan WFM provide more usable insights into absence trends?Yes, provided there is collaboration with HR. Using the reason codes for the absence, together with the numbers, the WFM team can drill down further into better understanding the fluctuations in the absence percentage.Instead of planning for a flat shrinkage, with a flat absence percent, here are some ways we can be creative with the data from HR, to improve how WFM supports the business in controlling this metric. Support the show2025-03-2511 min
Outpost WFM: Project OutCastTrust me and you will trust Workforce ManagementLeave a comment or suggestionHi there!In this episode I spend a few minutes talking about who I am and where I’ve been for the past almost 20 years so that you can get to know me better and why my WFM content is created in this way. Its just a quick into to who I am as a person and where I’ve worked and my experience to build trust between us.Please feel free to reach out and connect on LinkedIn!Thanks. Supp...2025-03-0708 min
Outpost WFM: Project OutCastThe Mars Outpost - Series BreakdownLeave a comment or suggestionIn this breakdown of the series ‘The Mars Outpost’, I do a walkthrough of the entire series and relate them back to the real world.This episode highlights the importance of the concepts of WFM and how essential it is, to have some or all of the concepts of WFM working in your business to identify risks and use them to plan for similar events that could happen in the future.Support the show2025-03-0434 min
Outpost WFM: Project OutCastThe Mars Outpost - Journal Entry 6Leave a comment or suggestionThe last transmission recording of the specific set-up challenges faced by the WFM team on Mars.Support the show2025-03-0102 min
Outpost WFM: Project OutCastThe Mars Outpost - Journal Entry 5Leave a comment or suggestionThe WFM didn’t just do the same thing over again expecting a different result, they analysed their data which included the decisions and impacts of those decisions to improve their planning for the second arrival.With the arrival of the second group, the workforce has grown but now has a mix of skilled and unskilled resources. The question of efficiency and effectiveness comes into play - it isn’t one or the other, our WFM used shrinkage and speed to production concepts to overcome this challenge.2025-02-2804 min
Outpost WFM: Project OutCastThe Mars Outpost - Journal Entry 4Leave a comment or suggestionAfter celebrations from harvesting the first successful batch of crops, work continued and we found instances of ‘avoidance’ taking place. Typically the ‘human nature’ of finding shortcuts followed us to Mars and our WFM had to find solutions.At this point, our WFM team went from loved for being able to keep everything on plan to being frowned upon for calling out performance issues and enforcing rules.Support the show2025-02-2703 min
Outpost WFM: Project OutCastThe Mars Outpost - Journal Entry 3Leave a comment or suggestionWe’ve had to implement some new metrics to help guide and direct both mining and farming operations to run smoothly.Our team baselined tasks using Time and Motion studies to develop an acceptable AHT and then went on to introduce an Occupancy metric. These in turn helped with allocation of resources and guidance on production levels to maintain a consistent output. Support the show2025-02-2604 min
Outpost WFM: Project OutCastThe Mars Outpost - Journal Entry 2Leave a comment or suggestionAfter work got underway on the mining and farming operations, there were some performance challenges, some of which was only evident after being put in the real life situation - similar to that of staff going live onto calls from training and feeling overwhelmed. On Mars, our WFM team created solutions by cross-skilling our resources after comparing the results of new assessments done in the live environment to the results of the training assessments done on Earth.Support the show2025-02-2503 min
Outpost WFM: Project OutCastThe Mars Outpost - Journal Entry 1Leave a comment or suggestionArrival of the first group of humans on Mars and the challenges faced once they landed.The WFM team got into action displaying real-time contingencies to mitigate risks to the new arrivals and adjusting and adapting their existing resources in real-time to prevent risks to existing personal. Support the show2025-02-2403 min
Outpost WFM: Project OutCastThe Mars Outpost - PrologueLeave a comment or suggestionA prologue into the upcoming six part series called ‘The Mars Outpost’.Support the show2025-02-2101 min
Outpost WFM: Project OutCastDear CEOs and BPO Clients - Welcome to Project OutCast - An Outpost WFM ProductionLeave a comment or suggestionWFM isn’t just about forecast and schedules, it’s become an actual business strategy that can be used in almost any industry.In this episode I introduce the show, inviting business leaders, operational managers, CEOs and WFM professionals to follow and subscribe as I put my two decades of experience across both BPO and Captive environments into a show that’s designed to reveal the true power of Strategic Workforce Planning. Support the show2025-02-1801 min
WFM Unfiltered | Workforce Management PodcastWFM: 'Admin' or Strategic Role? | Corey SewpersadMessage the show!Is WFM just admin work, or is it a strategic powerhouse hiding in plain sight? In this episode, Corey Sewpersad joins WFM Unfiltered to challenge the outdated perception that WFM is just about schedules and spreadsheets. He unpacks the real impact of workforce management—how it drives business success, aligns departments, and plays a pivotal role in analytics and decision-making.Corey shares his journey from traditional WFM into analytics, explaining why so many businesses fail to leverage the full potential of their WFM teams. We dig into the key differences between being re...2025-02-1132 min