Rhys Fisher, Associate Editor at CX Today, sits down with Scott Doherty, WFM Consultant at Sabio, to unpack how workforce management has evolved from a back-office numbers game into a strategic lever for customer experience, agent wellbeing, and business performance.
With omni-channel complexity, hybrid work, and AI now reshaping contact centres, this conversation explores what planners are really dealing with – and why the old spreadsheet model simply can’t cope anymore.
Main Description
Workforce planning is no longer about ‘hitting service levels at all costs.’ In this wide-ranging discussion, Doherty explains why modern WFM must balance technology, transparency, and human empathy – or risk burning out agents and budgets alike.
Key takeaways include:
- Why omni-channel demand, social media volatility, and hybrid work have broken traditional spreadsheet-based planning
- Lessons from Sabio’s WFM community days, including intraday volatility, legacy tech pain, and chat concurrency challenges
- How AI should act as a co-pilot for planners – augmenting decisions, not replacing human judgment
- Why agent-centric planning (micro-shifts, schedule nudges, self-service) delivers better CX and long-term ROI
Doherty also shares practical examples of how AI-driven insights, explainable forecasting, and real-time optimization can elevate planners from queue-fighters to strategic storytellers.
Next steps:
- Review whether your WFM tools support explainability and planner override
- Involve operations teams earlier in technology decisions
- Pilot agent-friendly initiatives like micro-shifts or real-time schedule nudges
- Reframe WFM KPIs to balance efficiency, empathy, and experience
