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01:36 – Why “Managing People” Is Outdated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


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#HybridWorkforce #ContactCenterLeadership #WFMTransformation #A3Framework #OpsStrategy #HumansAndMachines #SolidRockConsulting

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