Workforce Management in the Digital Age

THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership

This episode is a goldmine for leaders, CX professionals, and anyone working in contact centers. Irina Hollatz, workforce management (WFM) expert and podcast host of “WFM Unfiltered,” shares powerful insights on how workforce management impacts customer satisfaction, how AI can support—not replace—humans, and why empathy and process are key to digital transformation. This is a must-listen for anyone who wants to deliver exceptional service in the digital age.

About the Guest

a few words from Irina:

My entire career has been in WFM. I have performed all the operational roles in the WFM cycle—from forecaster, planner, intraday specialist, to Manager. I have also worked as an external consultant and on the vendor side.

As a result, I’ve delivered WFM solutions, optimised planning processes, and set up WFM teams, structures, and methods from scratch in over 50+ small, medium, and large organisations across the Globe, from China to the US, Canada, Australia, India, South Korea, and in the whole of Europe.

I currently have my own company, RightWFM, a consulting company that delivers WFM solutions, from setting up teams and structures to optimising current processes and selecting, implementing, and optimising software.

I am also the host of WFM Unfiltered.

Relevant Links

https://www.linkedin.com/in/irina-mateeva-wfm-consultant

https://www.youtube.com/@WFMUnfiltered

https://rightwfm.com

The Top 3 Key Learnings

Workforce Management Is CX’s Front Door: Great customer experience starts with having the right people available. WFM is not just a scheduling function—it’s how businesses show up for their customers.

AI Should Enable, Not Replace: Automation is powerful for removing waste, but the real value comes from insights and human-led analysis. You can get your processes right before you jump into tech.

Hybrid Work Needs Human Touch: Remote work stays here, but complete remote setups can limit connection and teamwork. Balance flexibility with in-person interaction to build strong teams.

Chapters

00:00 Introduction and Guest Welcome

00:55 Irina's Background and Podcast

02:37 Core Values in Professional Life

03:44 Impact of Workforce Management on Customer Satisfaction

05:54 Integrating AI in Workforce Management

10:03 Challenges of Hybrid and Remote Work

13:18 Handling Customer Expectations and Seasonal Peaks

18:23 Top Priorities for Contact Center Leaders

20:41 Future of Workforce Management and Final Thoughts

Keywords

customer experience, workforce management, WFM, Irina Hollatz, Gregorio Uglioni, contact centers, AI in customer service, automation, hybrid work, remote teams, process improvement, digital transformation, employee experience, empathy in leadership, Black Friday operations, scheduling optimization, call center leadership, workforce strategy, customer service technology, WFM consulting,

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