Agents wishes vs Customer Demand | Dan Smitley

WFM Unfiltered

Message the show!

In this episode of WFM Unfiltered, we're diving into one of the most complex balancing acts in the world of Workforce Management: how to meet customer demand while keeping agents happy. Joining me is the one and only Dan Smitley, a WFM veteran with over 20 years of experience in contact centers, consulting, and strategy. Dan's not only an expert at the technical side of WFM, but he also brings a deep understanding of people—the heart and soul of any operation.

We talk candidly about the real tension between business needs and agent preferences, a topic that every WFM professional has struggled with. Dan challenges us to think differently: Is it possible to give agents more of what they want without compromising on service levels? And more importantly, can doing so actually improve overall performance?

One of the key takeaways from this episode is empathy in WFM. Dan and I discuss why understanding agents as human beings—not just data points—is crucial to the success of any WFM team. We also dig into the future of WFM as automation and AI continue to transform the landscape. Should we embrace a fully automated future, or is the human touch irreplaceable? Dan has some fascinating thoughts that might just change your perspective.

Finally, we share tips on how WFM teams can pilot new initiatives, manage agent expectations, and avoid the pitfalls of entitlement that can derail even the best-laid plans. This is an episode packed with real-world advice, humor, and insights that you won’t want to miss.

Don't forget to subscribe to our channel for more candid conversations about WFM at www.youtube.com/@WFMUnfiltered?sub_confirmation=1

Show Links:

• RightWFM website: www.rightwfm.com
• Email: [e-mail]
• Podcast email: [e-mail]
• Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share
• YouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1
• Dan Smitley’s LinkedIn: www.linkedin.com/in/dansmitley
• 2 3 Consulting website: www.twothreeconsulting.com

Thanks for listening.
If you'd like to contact me about the show, you can email me HERE.
If you have questions about working with me on WFM projects and Consulting, you can find The RightWFM website HERE.
Please remember to subscribe and leave a review of you've enjoyed the show!