{"product_id":"adaptive-matt-mcconnell-9798993486703","title":"Adaptive: Building Workforce Systems for an (Unpredictable) Future","description":"\u003cp\u003e\u003cb\u003eAdaptive\u003c\/b\u003e is a field guide for leaders entering the \u003cb\u003eCollaborative Intelligence Era\u003c\/b\u003e. It shows how to build workforce systems that hold under volatility. The book reframes Workforce Management (WFM) from reactive cost control to adaptive orchestration and gives a step-by-step path to reliable service when plans break. Drawing on real implementations, it combines clear models with practical checklists, linking strategy to day-to-day actions in forecasting, scheduling, and intraday control. Leaders will learn to orchestrate decisions in real time, design capacity that flexes, and govern operations with metrics that matter. The result is a playbook you can apply in contact centers and any people-powered operations-built for teams where people and AI work side by side.\u003c\/p\u003e\u003cp\u003e\u003cb\u003eHow the book is structured\u003c\/b\u003e\u003c\/p\u003e\u003cul\u003e\n\u003cli\u003e\n\u003ci\u003eHistorical context and change drivers: \u003c\/i\u003e why service operations struggle in today's environment.\u003c\/li\u003e\n\u003cli\u003e\n\u003ci\u003ePractical frameworks for transformation: \u003c\/i\u003e concise patterns that turn strategy into repeatable ways of working.\u003c\/li\u003e\n\u003cli\u003e\n\u003ci\u003eVariance and volatility: \u003c\/i\u003e design capacity, schedules, and intraday control that convert variance into an asset.\u003c\/li\u003e\n\u003cli\u003e\n\u003ci\u003eThe WFM Labs Maturity Model: \u003c\/i\u003e a five-level capability roadmap with metrics, anti-patterns, and upgrade checklists.\u003c\/li\u003e\n\u003cli\u003e\n\u003ci\u003eThe Five-Level Playbook to Enterprise Orchestration: \u003c\/i\u003e Level 1 Initial\/Manual, Level 2 Foundational, Level 3 Progressive (real-time automation), Level 4 Advanced (ecosystem and probabilistic planning), Level 5 Pioneering (human-AI orchestration with safeguards).\u003c\/li\u003e\n\u003c\/ul\u003e \u003cp\u003e\u003ci\u003eAdaptive\u003c\/i\u003e is a field guide for leaders who need reliable service now-and a clear path to keep getting better.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Matt McConnell,Ted Lango\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9798993486703\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Specialty Directories LLC\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 11\/11\/2025\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 332\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 1.27lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 10.00h x 7.00w x 0.69d","brand":"Matt McConnell","offers":[{"title":"Paperback","offer_id":48447139086591,"sku":"9798993486703","price":29.95,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_e64f70b6-2d12-4f2a-8d7f-7da6ea1faf24.jpg?v=1777229093","url":"https:\/\/www.whiterainbookhouse.com\/products\/adaptive-matt-mcconnell-9798993486703","provider":"WR Book House","version":"1.0","type":"link"}