Your QM Messes My Staffing | Rob Dwyer

WFM Unfiltered

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In this episode of WFM Unfiltered, Irina is joined by Rob Dwyer, a seasoned expert in Quality Management (QM) and the driving force behind transforming how organisations handle quality in contact centres. Rob’s unique perspective on the often-frustrating relationship between WFM and QM shines a light on the untold connections that affect staffing, agent performance, and overall service levels.

You’ll hear a candid conversation about how traditional Quality Management might actually be working against your business by cherry-picking calls and introducing bias. Rob breaks down why AI is shaking things up and could solve many of these age-old problems by analysing every call without human bias. And don’t miss Irina’s bold take on why traditional QM “absolutely sucks” and how AI might be the key to bridging the gap between QM and WFM.

The episode also dives deep into the vital need for better communication between departments. Rob highlights why QM and WFM need to work together more closely to address operational inefficiencies and improve staffing processes. This conversation isn’t just about call monitoring—it’s about how your entire contact centre can benefit from a more integrated approach to QM and workforce management.

Whether you’re in QM, WFM, or Operations, this episode is packed with real talk on the frustrations, opportunities, and the future of contact centre management. Don’t forget to subscribe to catch more unfiltered discussions that will challenge how you think about workforce management!

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