During the Career Day episode of That 70’s Show, Michael Kelso’s father, John Kelso, tries to explain his job as a “Senior Executive Statistical Analysis Technician.” While Michael isn’t known as the brightest bulb, I think most people would struggle to clearly explain exactly what it is he does and why it’s important.

In the world of Customer Service and Support, many view the Workforce Management department as similarly confusing. Like John Kelso’s job, it involves “diverse statistical information” and can be challenging to explain in layman’s terms. But Dan Smitley joins Next in Queue to break down the role of WFM and how it supports the business, the customer, and the employees.

We discuss:
• The most common problem in Workforce Management
• The biggest mistake in Workforce Management
• Balancing business needs and employee autonomy
• How WFM impacts the Customer Experience
• How often to review schedule preferences

Connect with Dan on LinkedIn – https://www.linkedin.com/in/dansmitley/

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/

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