Host Sarah Caminiti is joined by Arlyne Pardo and Dan Smitley to explore what actually changes when Workforce Management steps into a true strategic partnership role — influencing decisions instead of just executing them. In this episode, we cover: • Why WFM gets stuck in tactical execution — and how mindset is often the real blocker • What it really means for WFM to be a strategic partner to Operations, Finance, and Leadership • How listening to frontline teams turns data into insight • Why “better systems” matter more than “easier solutions” • The role of trust, transparency, and influence in mature WFM organizations • How AI and automation should support WFM — not replace judgment • The future skills WFM leaders need to thrive in an AI-driven CX landscape
In this episode of CX Roundtable, we continue our Workforce Management (WFM) series with a deep, practical look at how effective WFM functions operate inside modern contact centers, CX teams, and BPO environments. After WFM 101 (foundations) and WFM 201 (impact), this episode focuses on execution—the KPIs, forecasting practices, SOPs, intraday management, tooling, and trust required to run workforce management well.
In this episode of CX Roundtable, host Sarah Caminiti is joined by workforce management experts Dan Smitley and Arlyne Pardo to break down why staffing decisions are never neutral—and why leaders feel the consequences long after the decision is made. You’ll hear: • Why labor is one of the most misunderstood cost drivers in CX • How bad schedules quietly fuel burnout and absenteeism • The hidden revenue impact of missed demand • A practical framework for balancing customer experience, business needs, and agent wellbeing • How autonomy in scheduling can improve engagement without breaking operations
In Episode 1 of the CX Roundtable Workforce Management Series, host Sarah Caminiti sits down with Arlyne Pardo and Dan Smitley to break down what workforce management actually is, why it matters, and how it quietly shapes customer experience, employee wellbeing, and leadership decisions. This episode lays the foundation for workforce management in contact centers and CX teams — covering forecasting, scheduling, real-time management, and capacity planning in a way that’s practical, human, and grounded in real experience.
Effective shrinkage management isn’t just about cutting time, it’s about supporting people. Dan Smitley outlines four strategies to balance efficiency and employee experience, from defining the right shrinkage level to fostering a healthy time-off culture and leading with conversations instead of corrections.
Contact Center Talk, hosted by Justin Robbins, Founder & Principal Analyst at Metric Sherpa. In the fourth of six episodes sharing best practices around contact center fundamentals, Justin is joined by Dan Smitley, Founder of 2:Three Consulting. Together, they discuss the following best practices for contact center workforce management (WFM).
This week, Dan Smitley takes over as host, flipping the script and putting Jimmy Chebat in the guest seat. In this takeover, Dan doesn’t hold back—he challenges Jimmy with tough questions about gamification, workforce management, and creating more engaging work environments.
Episode Overview: With his expertise in workforce management, contact center operations, and strategic thinking, Dan leads a conversation that pushes boundaries and explores how gamification transforms the workplace. Jimmy opens up about ZIZO’s journey—how transparency, accountability, and gamification can turn repetitive tasks into opportunities for engagement and self-accountability.
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.
Hey there, WFM folks! Join us for another round of Tipsy Thursday as we dive into the world of Real-Time Adherence (RTA)! Find out why it's the backbone of modern workforce management and how it can drive your business to new heights. It's not just about keeping tabs on tasks but fostering trust and collaboration within your team! Cheers to boosting productivity and satisfaction with RTA!
Service level is focused on the customer experience. Occupancy is focused on the business & agency experience. This is why they have to be measured together to get the best results! Most contact centers only measure one of the two. Biggest piece of advice from Dan to workforce managers - slow down and listen. It's absolutely worth it.
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.
Dan addresses key issues in WFM, advocating for a shift from outdated optimization models to a more human-centric approach. He emphasizes continuous adaptation to balance employee, customer, and business needs, stressing the importance of building relationships and leveraging technology to maintain a human touch. Dan also highlights the significance of communicating WFM's value in alignment with broader organizational goals.
People are at the heart of business. Always have been; always will be. However, managing your entire workforce can be daunting, and making even the smallest mistake can have drastic consequences. So what can you do to prevent that from happening? If you're Dan Smitley, you get that workforce engaged! We'll be focused on WFM strategy in today's discussion, but we'll also be breaking down Dan's session from ICMI last week, as well as going over the conference experience in general.
In this episode, Dan Smitley joins us to explore the dynamic shifts, emerging trends, and transformative innovations that shape various sectors that touch Workforce Management. Join us in this engaging discussion with Dan, an expert and thought leader who provides a fresh perspective and an overview of the challenges and opportunities ahead.