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Empathy is not for WFM teams | Dimitri Van De Ginste
Manage episode 436477889 series 3582824
Irina Hollatz에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Irina Hollatz 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
In this thought-provoking episode of WFM Unfiltered, we dive deep into one of the most polarizing topics in Workforce Management: the role of empathy. Joining me from Antwerp, Belgium, is Dimitri Van De Ginste, founder of VDG Consulting and a seasoned expert in operational WFM and AI. Dimitri is not afraid to challenge the status quo, and today he brings his controversial viewpoint that empathy has no place in WFM teams. He argues that the primary focus of WFM should be on hitting KPIs and maintaining efficiency, leaving emotional considerations to team coaches.
Throughout our discussion, you'll hear why Dimitri believes that a strict focus on numbers is the only way to ensure success in the fast-paced world of contact centers. He shares his concerns about the potential costs of allowing empathy to influence WFM decisions and why he thinks this could lead to inefficiencies and higher operational costs. On the other side, I make the case for why empathy should not be overlooked, especially when it comes to supporting the very people who drive those numbers.
We'll also explore real-life scenarios where empathy and rigid rule-following collide, and what that means for the long-term success of both employees and the business. Whether you're on Team Dimitri or Team Irina, this episode will challenge your views on what WFM teams should prioritize and how to strike the right balance between empathy and efficiency.
Don't miss out on this heated discussion—subscribe to our channel and hit the notification bell to stay updated on future episodes!
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
Guest LinkedIn: https://www.linkedin.com/in/dimitri-van-de-ginste-b103142a/
Guest Website: www.auralytics.ai
Thanks for listening.
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