The one with WFM - Irina Mateeva E209

What's on your mind? Let CX Passport know... 🎤🎞️“The one with WFM” with Irina Mateeva in CX Passport Episode 209🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Irina Mateeva 2:07 Why workforce management is crucial for CX 4:56 How WFM impacts both customers and employees 7:34 The connection between WFM and employee burnout 10:20 What companies get wrong about workforce management 12:13 Customer experience in Bulgaria 14:57 First Class Lounge: Travel, food, and unexpected favorites 18:37 How Irina found her way into workforce management 21:05 The role of AI and automation in WFM 23:30 Where to connect with Irina If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup  ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I"m Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Irina LinkedIn: https://www.linkedin.com/in/irina-mateeva-wfm-consultant/ RightWFM: https://rightwfm.com/ WFM Unfiltered Podcast available on all your fave pod apps