Why AHT Spikes with AI—and What WFM Must Do About It l Tipsy Thursday EP 90

What happens when WFM isn’t in the room? Your customer and employee experiences suffer—and so does your bottom line.

In this episode of WFM Tipsy Thursday, Juanita Coley and special guest Mark Williams break down the real, often invisible cost of poor workforce management design—and how to fix it. If you're a WFM professional, Ops leader, or CX executive tired of reactive planning and siloed decisions, this conversation is your blueprint for strategic transformation.

📌 Here’s what you’ll learn:

The hidden ways bad WFM design sabotages CX and EX
Why “Workforce is where it gets real” should guide every operational decision
The AI myth: Why AHT might rise, not fall, and what it really means
How to position WFM as the junction between strategy and execution

How to move from reactive staffing to proactive, data-driven planning

🎯 Take the Next Step:
→ Get your free WFM maturity assessment: https://www.wfmgobeyondscore.com
→ Download your transformation toolkit: https://src-resources.com
→ Grab the book that’s changing the industry: https://www.wfmgobeyond.com/bookbundle

Learn more about Mark Williams
  / mark-williams-b581b318  

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📌 Chapters / Timestamps
00:00 – Intro: The Problem with CX, EX & WFM Misalignment
00:39 – Welcome to Tipsy Thursday + Guest Introduction
01:26 – Why WFM Must Go Beyond Tactics
02:04 – The Real Cost of Excluding WFM from Strategy
03:05 – Where Strategy Meets Execution: WFM's Role
04:12 – “Workforce is Where it Gets Real” Moment
05:20 – The AI Myth: AHT Is Going Down (Or Is It?)
06:30 – Why AI Can Cause AHT to Increase
07:03 – Free Assessment: How Strong is Your WFM Strategy?
07:32 – How Poor WFM Design Breaks CX
08:40 – AI vs IVR: Lessons From the Past
09:46 – Why Agent-Facing AI Might Not Be Enough
10:20 – WFM’s Role Across All Business Functions
11:27 – “WFM Should Be in Everybody’s Business”
12:59 – Cross-Functional Planning: Why Marketing, IT & WFM Must Sync
14:22 – Siloed Thinking vs Strategic WFM Integration
15:14 – WFM Go Beyond: Why the Book Matters
16:20 – Surprise Volume = Broken Experience
17:34 – The Real Cost of Late Planning
18:07 – Lead Time is Not Optional
19:07 – Where to Find Mark + What’s Next
20:06 – Final Thoughts: WFM Gets Real
21:15 – The Importance of Practical WFM Voices

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