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Dive into a riveting discussion with Doug Casterton, a celebrated leader in the workforce management (WFM) and customer care space, as we uncover the raw truths behind WFM tools and the often-misleading promises of vendors. With over 20 years of expertise, Doug has reshaped contact center operations globally, leveraging his passion for data-driven decision-making and AI.

In this episode, Doug and Irina dig deep into the flaws of modern forecasting tools, revealing why many vendors fall short of their lofty claims. Discover how manual experience often outperforms automated solutions, and why transparency is crucial for WFM professionals when choosing the right systems. Doug shares his journey from managing spreadsheets to becoming a recognized influencer and host of the WeWFM podcast, offering unique insights into vendor accountability and the future of forecasting technology.

Listeners will gain valuable lessons on what to demand from vendors, the importance of asking the right questions, and how smaller players are leading the charge in innovation. This episode is a must-watch for anyone navigating the complexities of WFM tools and vendor solutions.

Don't miss this eye-opening conversation! Subscribe now: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1

Show Links:
• RightWFM website: www.rightwfm.com
• Email: [email protected]
• Podcast email: [email protected]
• Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share
• YouTube Channel: www.youtube.com/@wfmunfiltered?sub_confirmation=1
• Doug's LinkedIn: www.linkedin.com/in/dougcasterton

Thanks for listening.
If you'd like to contact me about the show, you can email me HERE.
If you have questions about working with me on WFM projects and Consulting, you can find The RightWFM website HERE.
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