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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