The Hidden Gap Between Executives and the Frontline (How to Close It)| WFM Tipsy Thursdays Ep. 116

Free WFM Assessment: 100 Spots Only: https://s100.thewfmpeople.com/ There is a gap in almost every contact center: what leadership thinks is happening on the frontline, and what is actually happening. In this episode of WFM Tipsy Thursdays, host Juanita Coley (The Contact Center Whisperer, CEO and Founder of Solid Rock Consulting) talks with Desiree Neuphresh, Vice President of Customer Experience Operations at SunStrong Management, about closing that operational reality gap, why human centered leadership matters, and how she is leading a shift from a reactive, high complaint operation to a root cause driven service model. They also dig into how AI is redesigning work without replacing judgment, and why process over product has become the defining theme of Season 6. In this episode: The operational reality gap between the frontline and the executive suite Why Desiree calls this her Undercover Boss moment Human centered leadership as the key to closing that gap Looping in the right team before making commitments to clients Moving from a reactive operation to a root cause driven service model How AI is redesigning work in the workplace Blending an AI workforce and a human workforce Why process over product is Season 6's biggest theme Timestamps: 0:00 Teaser: what this episode is all about 1:27 Welcome to Season 6 of Tipsy Thursdays 3:12 Meet Desiree Neuphresh, VP of Customer Experience Operations at SunStrong Management 4:18 Inside Desiree's day to day: puzzles, roadmaps and future state strategy 5:57 What still makes Desiree tipsy: the operational reality gap 8:02 Closing the gap starts with human centered leadership 10:04 Looping in the right team before saying yes to clients 13:50 The transformation Desiree is leading: a root cause driven service model 15:48 How AI is redesigning work in the workplace 16:47 Blending AI and human workforce: know your people, know your process 18:55 Why process over product is the theme of Season 6 21:15 Where to find Desiree plus episode wrap up Follow Juanita Coley and Solid Rock Consulting on social media: LinkedIn Juanita:   / juanitacoley   LinkedIn SRC:   / solidrockconsulting   Instagram Juanita: https://www.instagram.com/contactcent... Instagram SRC: https://www.instagram.com/solidrockco... Subscribe for more conversations on contact center, WFM, CX, and AI every Thursday. #WFMTipsyThursdays #ContactCenterWhisperer #WorkforceManagement #AIinCX #CustomerExperience #ContactCenter #CXLeadership