Smart Ops Are Rebuilding The Workforce With AI l Tipsy Thursday EP 91 mp4
The workforce is no longer just human. Smart ops leaders are rebuilding their contact center strategy with AI, automation, and hybrid workforce models — and it’s redefining workforce management as we know it. In this episode, Juanita Coley and Chafik Abdellaoui explores how the smartest organizations are using AI automation and workforce management software to design more adaptive, scalable, and intelligent teams. From forecasting to real-time management, she shows how to transition from reactive scheduling to proactive workforce design. 🔍 In this video, you’ll learn: ✅ Why AI in workforce management is more than a trend ✅ How to redesign your WFM strategy for humans, bots & automation ✅ What the shift from “people” to “resources” means for ops leaders ✅ The role of AI in agent assist, call deflection, and resource planning ✅ How to plan for the future of WFM roles in the age of automation 🎯 Free Tools & Resources: ✅ Get your Go Beyond Score: https://www.wfmgobeyondscore.com/ 📘 Download the WFM Book Bundle: https://www.wfmgobeyond.com/bookbundle 🛠️ Access Strategy & Resource Tools: https://www.src-resources.com/ Learn more about Chafik Abdellaoui / chafikabdellaoui This isn’t about replacing people. It’s about designing a workforce that scales, adapts, and delivers — across humans, bots, and AI. If you're a WFM leader, Ops strategist, or CX decision-maker… This episode is your blueprint for what’s next. Timestamps: 00:00 – Introduction 01:36 – Why “Managing People” Is Outdated 03:02 – What Is Workforce by Design? 04:18 – Meet the Guest: Shafiq’s Perspective 05:22 – 3 Key Questions for the Future of WFM 06:32 – Root Cause Fix vs Reactive Support 07:35 – Front-End & Back-End Tech Alignment 10:31 – Frankenstein Tech Stacks & WFM Strain 11:05 – Introducing the A3 Framework 13:18 – Hiring AI Like You Hire People 15:08 – Plug: Free WFM Alignment Assessment 15:43 – Shafiq’s Advice to WFM Leaders 17:55 – Becoming a Business Advisor 20:08 – From Calculator to Consultant 22:08 – Dual Responsibility: Ops & WFM Must Align 23:13 – Human + Machine: A Joint Strategy #GoBeyondWFM #FutureOfWork #ContactCenterLeadership #StrategicWFM #WFMGoBeyond #AIWorkforcePlanning #SmartOps #FutureOfWFM #AIinContactCenters #SolidRockConsulting #WorkforceStrategy #WFMGoBeyond #A3Framework #HumanAndDigitalTeams #SmartOps #WorkforceManagement #AIinWFM #ContactCenterLeadership #WFMStrategy #FutureOfWFM #HybridWorkforce #AutomationInContactCenters #WFMGoBeyond #solidrockconsulting #HybridWorkforce #ContactCenterLeadership #WFMTransformation #A3Framework #OpsStrategy #HumansAndMachines #SolidRockConsulting Stop Managing People. Start Designing a Smart Workforce, Start Designing a Smart Workforce, contact center AI, hybrid workforce, ai automation, ai automation in workforce management, contact centers, integrate ai into workforce planning, Workforce planning, Contact center, Forecasting, Scheduling, Real-time management, Capacity planning, Resource planning, Business profitability, Operational strategy, leaders, leadership, artificial intelligence, chatbot in call centers, ai, future of WFM roles, ai replacing jobs, workforce management software, ai workforce, ai and automation, workforce management, how to manage a workforce, ccai, ai news, call center, customer service, automation, machine learning, AI in WFM, Smart Ops Are Rebuilding The Workforce With AI