Shows
weWFM ShowFrom Timekeeper to Strategic Architect: The Evolution of WFMIn this insightful episode of the WeWFM podcast, host Doug Casterton sits down with Brad Cleveland, founding partner of ICMI and author of "Contact Center Management on Fast Forward." They explore how workforce management has evolved from a basic support function to a strategic differentiator in modern contact centers. Brad shares his four decades of experience working with organizations across 60 countries, explaining how AI is amplifying rather than replacing WFM and why explaining "the why" behind forecasts is crucial for building trust with operational leaders.The conversation delves into practical advice for WFM professionals seeking a seat...2025-04-0523 min
WFM Unfiltered | Workforce Management PodcastForecasts and WFM Tools | Doug CastertonMessage the show!Dive into a riveting discussion with Doug Casterton, a celebrated leader in the workforce management (WFM) and customer care space, as we uncover the raw truths behind WFM tools and the often-misleading promises of vendors. With over 20 years of expertise, Doug has reshaped contact center operations globally, leveraging his passion for data-driven decision-making and AI.In this episode, Doug and Irina dig deep into the flaws of modern forecasting tools, revealing why many vendors fall short of their lofty claims. Discover how manual experience often outperforms automated solutions, and why transparency is...2025-01-1431 min
The Contact Centre PodcastResource Planning Advice to Boost Efficiency and EngagementDoug Casterton, a Senior WFM Manager, shares some key pieces of advice, which he has learned through great experience, in how to increase resource planning efficiency and employee engagement. In our conversation, we also talk about boosting forecast accuracy, designing shift patterns and the personal qualities that make-up a really great contact centre planner. This podcast was made possible by our sponsor NICE. To take a look at their great WFM technology, follow the link: https://www.nice.com/engage/workforce-optimization/workforce-management/2020-04-2726 min