The one with WFM - Irina Mateeva E209

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🎤🎞️“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

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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