Podcast

Data Integration for Enhanced Decision-Making in WFM

André Leitão, co-founder, CEO, and podcast host at weWFM, sits down with James Kimani, Senior Resource Planning Analyst at The DDC Group, to explore the importance of seamless system integration, real-time data analytics, and data modeling in optimizing resource allocation and operational efficiency.

From connecting disparate systems to harnessing comprehensive data insights, discover how WFM professionals can leverage data to drive strategic outcomes and elevate organizational performance.

Listen to the entire episode

Gain a comprehensive understanding of effective workforce management strategies, the critical role of data integration, how to balance cost efficiency with customer experience, and insights into the future impact of AI.

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Data integration. Why it's so crucial for decision making?

It involves combining data from various systems into one platform to gain insights into trends, customer behavior, and agent performance. A good integration ensures data usability and avoids added costs and decision-making challenges caused by bad or incomplete integrations.

Blog: Why WFM Data Integration is Critical for Contact Centers

Integration of legacy systems and new technologies

When integrating new technology, first clarify business objectives and assess whether to build bespoke solutions or adopt platforms that integrate easily. Technology is the enabler, not the solution, but strong processes are the foundation for success.

How to approach data modelling and some of the key benefits

Data modeling begins by defining stakeholder goals and target SLAs, then leveraging historical WFM data to forecast future trends. It involves crafting multiple scenarios that outline cost, CSAT, and AHT trade-offs, providing data-driven options and confidence in the chosen strategy.

Common data integration mistakes and recommendations

To realize real value, technology must be fully integrated across all channels, not just deployed as a minimum viable product. It's an enabler, not the solution, and without proper integration and clear processes, outcomes will fall short and the technology may be unfairly blamed.

Balancing cost and Customer Experience in the age of AI

Focusing solely on cost-cutting can harm customer experience and ultimately lead to lost revenue. Balancing cost with customer needs is essential, especially in light of AI advancements and the potential loss of human interaction.

eBook: Empowering Workforce Management with AI Technology

The future of WFM: Balancing AI and human interaction

Future trends involve using machine learning and AI to match customers with agents based on shared interests or backgrounds for better service. However, there's a risk of losing human interaction and increasing loneliness if AI-driven self-service becomes too dominant. Finding a balance is crucial.

Successful tech implementation: Process, People, and Data

When implementing new technologies, understand the process before the technology, ensure data is usable, engage all stakeholders (especially agents), and sell the benefits to avoid resistance. Technology is an enabler, not a fix for flawed processes.

Blog: Continuous Improvement as a Model for WFM Success Pt 1: The Why & The What

Process first: Key takeaways for effective WFM and integration

Prioritize clear processes before technology implementation, focus on the customer and agent experience, ensure you have the right data, and integrate systems fully rather than partially. It's an "all or nothing" approach for successful integration and WFM.

Blog: WFM System Integrations and Why They Matter

About the speakers

André Leitāo

Host

With over 10 years working and studying Workforce Management, his career started by studying to become a Software Developer soon falling in love with the Operations world. André is a strategic planning enthusiast across his career managed WFM for different businesses from Telecommunications, Banking, Retail, Gaming, and E-commerce.

James Kimani

Guest

Resource Planning professional with over 25 years of experience across a wide range of organisations. Proven track record in leading, motivating, and developing high-performing planning analyst teams. Extensive hands-on expertise with workforce management tools including Teleopti WFM, IEX TotalView, QMAX, Peopleware (formerly injixo), and Verint Impact 360. Passionate about delivering exceptional customer service through the effective use of contact centre technologies.