Listen to your agents — they are one of the best sources of insight WFM has. It is easy to get focused on forecasts, schedules, service levels, and staffing plans, but the agents are the ones living the day-to-day experience with members. They see the friction points, understand where processes slow down, and can share what is working well. When WFM makes space to hear their voice, we make better decisions, build stronger trust, and create a more connected contact center. Here are a few high-impact ways to make that happen:
· Live shadowing – Set aside time each quarter to shadow agents across different queues, channels, and work teams. Seeing their experience firsthand gives WFM a front-row view into the real workflow, common challenges, and opportunities to improve planning decisions.
· Ask Me Anything sessions – Host recurring AMA sessions during lower-occupancy windows where agents can connect with WFM, ask questions, and learn more about what happens behind the scenes. These conversations help demystify WFM decisions and show agents their feedback matters.
· Surveys – Do not wait for the perfect time to ask for feedback. Use quick forms or surveys so agents can share questions, concerns, and ideas anytime. Surveys can also be targeted around specific topics such as holiday scheduling, shift bids, time off, workload, or schedule preferences.
As an added bonus, include WFM analysts in these conversations — not just managers. Analysts are often closest to the data, schedule changes, intraday decisions, and recurring agent questions, so hearing directly from agents can make their work more meaningful and more effective. It also helps analysts connect the “why” behind the numbers and gives them a stronger voice in identifying trends, solving problems, and improving the overall agent experience.
Note: This week's tip is provided by SWPP Member Dave Lottman of Global Credit Union. He may be reached at d.lottman@globalcu.org.
