Why Poor WFM is Crushing Your Employees And Driving Away Customers l Tipsy Thursday EP 96

Ever wondered how losing a job could lead to a breakthrough in understanding business? Sean Ilenrey, reveals his unexpected journey into Workforce Management (WFM) after being fired for attendance, and how that experience reshaped his perspective on employee and customer experience. This candid discussion unpacks the true purpose of WFM: to create a delicate balance between a satisfied workforce and happy customers. In this value-packed session, you'll discover: 1. Why the common belief that leaders are responsible for employee "happiness" is a misconception and what to focus on instead. 2. The profound "power of one" agent and how individual actions ripple through the entire business. 3. Six critical pillars for creating a truly valued and valuable employee experience, from meaningful feedback to fiscal responsibility. 4. How effective WFM planning directly impacts employee morale and overall business profitability. 5. Strategies for leaders to go "beyond" tactical execution and drive transformative impact in their organizations. Ready to transform your WFM strategy and cultivate an environment where both employees and customers thrive? 🔗 Dive deeper and assess your WFM maturity: https://www.wfmgobeyondscore.com 📚 Get the ultimate guide to strategic WFM: https://www.wfmgobeyond.com/bookbundle 🛠️ Explore more resources for WFM excellence: https://src-resources.com Timestamps: 0:00 - Introduction: Purpose of Workforce Management (WFM) 0:47 - Shawn Ellery's Journey into WFM (Getting Fired and Finding His Calling) 2:59 - Reflecting on Past Attendance Issues from a WFM Perspective 4:34 - How WFM Impacts Employee and Customer Experience 7:37 - Debunking the Myth: Leaders are Responsible for Employee Happiness 11:21 - Tips and Strategies for Leaders to Focus on Employee Value (Not Just Happiness) 14:27 - The Importance of Sponsorship and Fiscal Responsibility in Leadership 16:42 - The Value of Excellence ----------------------- #wfm #workforcemanagement #employeeexperience #employeemorale #customerexperience #cx #ex #contactcenter #callcenter #leadership #wfmstrategy #businessprofitability #transformativeimpact #employeessatisfaction #wfmgobeyond #wfmtipsythursdays #thepowerofone #fiscalresponsibility #buildpeople #talentdevelopment #employeerecognition #careergrowth #leadershipdevelopment #wfmplanning #scheduling #intradaymanagement #operationsmanagement #contactcenteroperations #wfmexcellence wfm tipsy thursdays, workforce management, employee experience, customer experience, contact center, call center, solid rock consulting, employee satisfaction, business profitability, leadership, wfm strategy, operational efficiency, transformative impact, employee morale, fiscal responsibility, talent development, employee recognition, career growth, leadership tips, cx strategy, ex strategy, the power of one, workforce planning, scheduling, intraday management, wfm go beyond, contact center whisperer, How Workforce Management Impacts Employee Experience And Customer Experience, workforce management, workforce management analyst, workforce management call center, workforce management scheduling, workforce management tutorial, call center workforce management, solid rock consulting, customer experience, employee experience,juanita coley, contact center, wfm tipsy thursdays, employee satisfaction, leadership, career growth, leadership tips, ex strategy