Inside This Playbook

    1. 📒 1.1 What Is Workforce Management and Why It Matters

    2. 📒 1.2 Forecasting: Predicting Demand with Confidence

    3. 📒 1.3 Capacity Planning: Matching Staffing to Customer Needs

    4. 📒 1.4 Scheduling: Creating Coverage Without Creating Burnout

    5. 🧠 1.5 Bringing WFM Foundations to Life

    6. 📒 1.6 Real-Time Management: Staying Nimble Throughout the Day

    7. 📒 1.7 Tracking, Reporting, and Analysis: Using Data to Improve, Not Just Watch

    8. 📒 1.8 Making WFM Human: How to Build Trust, Not Surveillance

    9. 🧠 1.9 Making WFM Work for Your Team

    10. 💼 1.10 Stitch Fix: Turning Forecasting into a Competitive Advantage

    1. 📒 2.1 Understanding the True Cost of Labor in CX

    2. 📒 2.2 Overstaffing vs. Understaffing: Finding the Operational Sweet Spot

    3. 📒 2.3 Budget-Conscious WFM: Saving Money Without Cutting Corners

    4. 🧠 2.4 Understanding and Managing Labor Cost

    5. 💼 2.5 Harry’s: Saving Six Figures by Fixing Overstaffing and Shrinkage

    6. ✔️ 2.6 Knowledge Check

    1. 📒 3.1 From Daily Tasks to Big-Picture Thinking: Evolving the WFM Role

    2. 📒 3.2 Aligning WFM with Business KPIs (SLA, CSAT, NPS, Retention)

    3. 📒 3.3 Trusting the Data: Accuracy, Transparency, and Team Buy-In

    4. 🧠 3.4 From Execution to Influence

    5. 💼 3.5 Glossier: When WFM Became a Strategic Growth Lever

    6. ✔️ 3.6 Knowledge Check

    1. 📒 4.1 Building a WFM Function: Roles, Responsibilities, and Ramp-Up

    2. 📒 4.2 Tooling Up: From Manual to Automated WFM Systems

    3. 📒 4.3 Integration Strategies: Making WFM Work with Zendesk, Intercom, and More

    4. 🧠 4.4 Building a Scalable WFM System

    5. 💼 4.5 Brooklinen: Scaling Scheduling with the Right Tools (Without Losing the Team’s Trust)

    6. ✔️ 4.6 Knowledge Check

    1. 📒 5.1 Auditing Your Current State: Where You Are vs. Where You Could Be

    2. 📒 5.2 Building a 30-Day WFM Strategy That’s Executable

    3. 📒 5.3 Presenting Your Plan to Leadership and Driving Adoption

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

    5. 💼 5.5 Caraway: From Chaos to Clarity in 6 Weeks

    6. ✔️ 5.6 Knowledge Check

    1. 📒 6.1 From Understanding to Action

    2. 📖 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, it’s yours for life — 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. They’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 — we’ll credit your single playbook purchase toward your All-Access Pass.

  • What’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 isn’t what you expected, reach out within 7 days and we’ll do everything we can to make it right. Once a playbook has been downloaded, refunds aren’t available since you’ve already unlocked its value — but we’ll work with you to find a creative solution, whether that’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 — it takes one minute and points you to the best fit for your role and goals. https://www.cxcollectiveadvantage.com/match