WFM is often seen as the rule enforcers of the contact center—tracking adherence, managing exceptions, and ensuring schedules align with business needs. But for WFM to be truly strategic, teams need more than just data and policies; they need psychological safety—both within their teams and in their interactions with agents and stakeholders.
Psychological safety enables innovation, collaboration, and adaptability—three things WFM needs to succeed. Without it, teams become rigid, reactive, and disconnected from the people they're meant to support.
In this session, attendees will learn what psychological safety is, why it matters in WFM, and how to create an environment where analysts, real-time teams, and agents feel empowered to ask questions, challenge assumptions, and drive better business outcomes.

Takeaway

+What psychological safety is and why it's critical in WFM.
+How to foster trust and vulnerability in WFM teams through leadership and structure.
+Practical steps to shift WFM from policing to partnering, improving agent engagement and business outcomes.
+How curiosity drives better forecasting and scheduling decisions—and how to build a culture that encourages it.
+The operational benefits of psychological safety, including reduced absenteeism, more stable shrinkage, and better workforce flexibility.