Podcast ¦ CX Files: Steve Mosser – Sensée – Flexible WFM & Total Footprint Optimization

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This podcast episode features an interview with Steve Masa, the Chief Executive and Head of Innovation at Sansei, a UK-based DPO company that focuses on work-from-home solutions. The conversation revolves around workforce management and the development of flexible scheduling, particularly in light of the COVID-19 pandemic. Sansei's approach, termed "total footprint optimization," involves breaking down work shifts into smaller time chunks and offering agents the flexibility to work from home. This allows for greater efficiency and cost savings for clients while providing job security and training investment for agents. The podcast also discusses the limitations of gig CX models and the importance of investing in agents for sustainable workforce management.

Key Points:
- Sansei's total footprint optimization approach focuses on workforce management and resourcing optimization, offering micro staffing and flexibility in scheduling to maxi...

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