Send us a text Workforce Management (WFM) is one of the most critical—and misunderstood—functions in Customer Experience. In the first episode of the CX Roundtable Workforce Management Series, host Sarah Caminiti sits down with Arlyne Pardo, a seasoned WFM professional, and Dan Smitley, founder of a workforce management consulting practice, to break down what WFM actually is, why it matters, and how it quietly shapes customer experience, employee wellbeing, and leadership decisions. This conv...
All content for CX Roundtable is the property of Sarah Caminiti and is served directly from their servers
with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.
Send us a text Workforce Management (WFM) is one of the most critical—and misunderstood—functions in Customer Experience. In the first episode of the CX Roundtable Workforce Management Series, host Sarah Caminiti sits down with Arlyne Pardo, a seasoned WFM professional, and Dan Smitley, founder of a workforce management consulting practice, to break down what WFM actually is, why it matters, and how it quietly shapes customer experience, employee wellbeing, and leadership decisions. This conv...
Building Support from Scratch: How to Hire, Lead, and Scale the Right Way
CX Roundtable
1 hour
2 months ago
Building Support from Scratch: How to Hire, Lead, and Scale the Right Way
Send us a text Every thriving support org starts the same way — with one brave person, a shared inbox, and no documentation. But how do you turn that chaos into a foundation that lasts? In this episode of CX Roundtable, host Sarah Caminiti sits down with two leaders who have lived every version of “building from scratch”: Kenji Hayward (Director of Support, Front) and Priscilla Brooke (Head of Podcaster Success, Buzzsprout). Together, they unpack what it really takes to build — and sustain — ...
CX Roundtable
Send us a text Workforce Management (WFM) is one of the most critical—and misunderstood—functions in Customer Experience. In the first episode of the CX Roundtable Workforce Management Series, host Sarah Caminiti sits down with Arlyne Pardo, a seasoned WFM professional, and Dan Smitley, founder of a workforce management consulting practice, to break down what WFM actually is, why it matters, and how it quietly shapes customer experience, employee wellbeing, and leadership decisions. This conv...
