Inside This Playbook

    1. ๐Ÿ“’ 1.1 What Is Workforce Management and Why It Matters

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    2. ๐Ÿ“’ 1.2 Forecasting: Predicting Demand with Confidence

    3. ๐Ÿ“’ 1.3 Capacity Planning: Matching Staffing to Customer Needs

    4. ๐Ÿ“’ 1.4 Scheduling: Creating Coverage Without Creating Burnout

    5. ๐Ÿง  1.5 Bringing WFM Foundations to Life

    6. ๐Ÿ“’ 1.6 Real-Time Management: Staying Nimble Throughout the Day

    7. ๐Ÿ“’ 1.7 Tracking, Reporting, and Analysis: Using Data to Improve, Not Just Watch

    8. ๐Ÿ“’ 1.8 Making WFM Human: How to Build Trust, Not Surveillance

    9. ๐Ÿง  1.9 Making WFM Work for Your Team

    10. ๐Ÿ’ผ 1.10 Stitch Fix: Turning Forecasting into a Competitive Advantage

    1. ๐Ÿ“’ 2.1 Understanding the True Cost of Labor in CX

    2. ๐Ÿ“’ 2.2 Overstaffing vs. Understaffing: Finding the Operational Sweet Spot

    3. ๐Ÿ“’ 2.3 Budget-Conscious WFM: Saving Money Without Cutting Corners

    4. ๐Ÿง  2.4 Understanding and Managing Labor Cost

    5. ๐Ÿ’ผ 2.5 Harryโ€™s: Saving Six Figures by Fixing Overstaffing and Shrinkage

    6. โœ”๏ธ 2.6 Knowledge Check

    1. ๐Ÿ“’ 3.1 From Daily Tasks to Big-Picture Thinking: Evolving the WFM Role

    2. ๐Ÿ“’ 3.2 Aligning WFM with Business KPIs (SLA, CSAT, NPS, Retention)

    3. ๐Ÿ“’ 3.3 Trusting the Data: Accuracy, Transparency, and Team Buy-In

    4. ๐Ÿง  3.4 From Execution to Influence

    5. ๐Ÿ’ผ 3.5 Glossier: When WFM Became a Strategic Growth Lever

    6. โœ”๏ธ 3.6 Knowledge Check

    1. ๐Ÿ“’ 4.1 Building a WFM Function: Roles, Responsibilities, and Ramp-Up

    2. ๐Ÿ“’ 4.2 Tooling Up: From Manual to Automated WFM Systems

    3. ๐Ÿ“’ 4.3 Integration Strategies: Making WFM Work with Zendesk, Intercom, and More

    4. ๐Ÿง  4.4 Building a Scalable WFM System

    5. ๐Ÿ’ผ 4.5 Brooklinen: Scaling Scheduling with the Right Tools (Without Losing the Teamโ€™s Trust)

    6. โœ”๏ธ 4.6 Knowledge Check

    1. ๐Ÿ“’ 5.1 Auditing Your Current State: Where You Are vs. Where You Could Be

    2. ๐Ÿ“’ 5.2 Building a 30-Day WFM Strategy Thatโ€™s Executable

    3. ๐Ÿ“’ 5.3 Presenting Your Plan to Leadership and Driving Adoption

    4. ๐Ÿง  5.4 From Audit to Action: Leading Your WFM Strategy

    5. ๐Ÿ’ผ 5.5 Caraway: From Chaos to Clarity in 6 Weeks

    6. โœ”๏ธ 5.6 Knowledge Check

    1. ๐Ÿ“’ 6.1 From Understanding to Action

    2. ๐Ÿ“– 6.2 Download Your Playbook

About this course

  • $149.00
  • 36 lessons
  • 1 hour of video content

FAQ

  • Do I really get to keep the playbook forever?

    Yes. Once you download a playbook, itโ€™s yours for life โ€” even if your access window ends.

  • How fast can I complete a playbook?

    Most leaders finish in under 2 hours, but you may be able to go faster. The goal is for you to quickly absorb the concepts and apply them immediately. Theyโ€™re designed for busy CX leaders who want quick wins, not long lectures.

  • What if I buy one playbook and later want All-Access?

    No problem โ€” weโ€™ll credit your single playbook purchase toward your All-Access Pass.

  • Whatโ€™s included in the All-Access Pass?

    Every current playbook, every new release for the year (rolling 12 month period), and all certification tracks. Plus, you can download and keep them all.

  • Are these playbooks for individuals or teams?

    Both. Many managers and directors start individually, then expand access for their team to scale faster.

  • Do you offer refunds?

    If the playbook isnโ€™t what you expected, reach out within 7 days and weโ€™ll do everything we can to make it right. Once a playbook has been downloaded, refunds arenโ€™t available since youโ€™ve already unlocked its value โ€” but weโ€™ll work with you to find a creative solution, whether thatโ€™s credit toward another playbook or helping you get the most out of what you purchased.

  • How do I know which playbook is right for me?

    Start with the Playbook Match quiz โ€” it takes one minute and points you to the best fit for your role and goals. https://www.cxcollectiveadvantage.com/match