Empathy is not for WFM teams | Dimitri Van De Ginste

WFM Unfiltered

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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.

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Show Links:
RightWFM website: www.rightwfm.com
Email: [e-mail]
Podcast email: [e-mail]
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

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