WEBINAR > WFM Maturity
LIVE
JUNE 18, 2025, 1:00 PM EST
WFM Maturity: What it really means and why it matters
Transform your workforce planning from operational task to strategic advantage
Discover the path to WFM Maturity
Workforce Management (WFM) has come a long way from being just about schedules and forecasts. In today’s complex contact center environment, WFM must evolve into a strategic function, one that aligns staffing plans with broader business goals like profitability, agility, and customer experience.
Define & assess your WFM maturity
Align maturity with strategic business goals
Future-Proof your WFM for
AI advancements
Session Outline
In this session, we’ll explore a practical WFM maturity model and what it really means to “mature” as a planning organization. With expert insights from operations leaders and expert CX consultants, Jim Simmons and Mark Alpern, we’ll discuss the dimensions of maturity across people, process, technology, and data – and why chasing 100% in every area isn’t always the goal.
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​Whether you're just beginning your WFM journey or looking to refine an advanced practice, this session offers expert insights, real-world examples, and a fresh perspective on driving value through workforce planning.
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What you will learn:
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What defines WFM maturity and how to assess it?
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Why full maturity isn’t always the right target?
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How to evolve your WFM process in the face of AI and rapid change?
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Key signs your organization may be stuck and how to move forward.
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Who should attend:
WFM leaders, operations executives, and planning professionals looking to elevate workforce planning into a more strategic, business-aligned function.
Guest Speaker
Jim Simmons is a seasoned operations and analytics professional with over 25 years of contact center experience in a large banking environment. He has spent most of that time developing a deep domain expertise specializing in WFM, speech analytics, customer journey mapping, and cost benefit analysis. As an advocate for both CX and EX he excels at identifying pain points, improving operational efficiencies, and implementing innovative solutions to complex operational problems. Jim is the founder and Executive Director of Queueless Consulting.
Webinar Host
Mark Alpern brings over 30 years of experience in contact center consulting and management. As the co-founder of Cinareo, he developed a transformative SaaS platform for strategic capacity planning and decision-making. Mark has helped organizations optimize workforce management, financial planning, and customer experience through his innovative approaches to digital transformation. His work focuses on replacing traditional methods like spreadsheets with proactive, data-driven solutions, enabling companies to enhance productivity and reduce costs. Through Cinareo, Mark aims to provide a robust platform that addresses the complexities of capacity planning and offers actionable insights for improved operational efficiency.