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?...CHAPTERS0:00 Introduction: Welcoming Irina Mateeva2:07 Why workforce management is crucial for CX4:56 How WFM impacts both customers and employees7:34 The connection between WFM and employee burnout10:20 What companies get wrong about workforce management12:13 Customer experience in Bulgaria14:57 First Class Lounge: Travel, food, and unexpected favorites18:37 How Irina found her way into workforce management21:05 The role of AI and automation in WFM23:30 Where to connect with IrinaIf 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.comI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode 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