Explore every episode of the podcast WFM Unfiltered | Workforce Management Podcast
| Title | Pub. Date | Duration | |
|---|---|---|---|
| Through The Lens of Vendors - Greg Reffner | 12 Aug 2025 | 00:28:34 | |
Greg Reffner joins Irina on WFM Unfiltered with a refreshingly blunt take on what really goes on behind the scenes of B2B vendor-client relationships. With years of experience navigating the high-stakes world of tech sales and customer success, Greg shares war stories that will make you rethink everything you thought you knew about vendor partnerships. If you've ever sat in a meeting nodding along while a vendor promises the moon, this episode will hit uncomfortably close to home - in the best way. From the red flags customers ignore (until it’s too late), to the uncomfortable truths vendors are too scared to say out loud, this episode dives into the cracks where broken implementations, failed partnerships, and buyer’s remorse hide. Greg doesn’t just talk about the problems—he pulls them apart. You'll hear about the RFP disaster that nearly derailed a government deal, how loyalty in vendor relationships is more myth than reality, and why change management often fails before it even begins. Irina and Greg also get into the people side of tech delivery—exploring how the wrong team structure can sabotage your success and what it actually means to be “data-driven” in people management. There’s plenty here for WFM leaders, CX heads, procurement pros, and anyone responsible for transformation initiatives to take away—and a few reality checks for vendors too. This is an honest, challenging, and incredibly insightful episode that will arm you with the kind of real-world knowledge that doesn't come from polished case studies or sales decks. Subscribe to the channel so you don’t miss episodes like this: https://www.youtube.com/@WFMUnfiltered?sub_confirmation=1 Show Links:
Thanks for listening. | |||
| How to Lead Without Faking It: WFM, Coaching & Confidence - Danny Green | 05 Aug 2025 | 00:34:13 | |
What happens when you stop pretending and start leading? In this week's episode of WFM Unfiltered, Irina sits down with Danny Green—a former contact centre sales pro turned respected operations and leadership expert. His career didn’t start with a polished plan. It started in the trenches, facing real problems and learning from hard-won experience. From sales floors to 24/7 global operations, Danny’s journey is packed with insights that challenge how we think about leadership, coaching, and personal growth. He shares the awkward truth about interview anxiety, the evolution of recruiting processes, and what truly builds leadership credibility (spoiler: it’s not a shiny title). We dive deep into how Danny’s approach to authentic leadership has helped teams navigate time constraints, coaching gaps, and performance pressures—while still keeping work-life balance a non-negotiable. His perspective on listening, trust-building, and skills development makes this episode a masterclass in leading with impact, without the ego. If you’ve ever felt like you needed to “fake it” to lead effectively—this one’s for you. Because as Danny proves, the most powerful leaders are the ones who show up as themselves. Subscribe to never miss an episode: www.youtube.com/@WFMUnfiltered?sub_confirmation=1
Thanks for listening. | |||
| Where Should WFM Sit in the Organisational Structure? | WFM Unfiltered | 03 Jun 2025 | 00:32:05 | |
Where does Workforce Management actually belong inside a company? If you've ever felt like WFM is misunderstood, underused, or straight-up misplaced within your organization, you're not alone. In this episode of WFM Unfiltered, Irina is joined by Pier, a lifelong contact center and workforce leader who brings serious insight and lived experience from every level of the industry – from agent to director, and everything in between.
Thanks for listening. | |||
| Why WFM Hiring is Failing Talented People | 27 May 2025 | 00:33:01 | |
om both sides of the table — as someone who’s hired for WFM roles and as someone who’s had to fight for credibility without formal credentials. He and Irina debate whether certificates really prove capability, why vendors may be part of the problem, and how the obsession with system knowledge is holding back operational growth. Expect frustration, a few uncomfortable truths, and a whole lot of clarity. Whether you’re hiring for WFM, trying to land your next role, or just wondering why your job posts keep attracting the wrong people — this episode is for you. Search WFM Unfiltered on YouTube and subscribe to never miss an episode: Show Links: #WFM #WorkforceManagement #WFMHiring #RecruitmentTruths #WFMReality #NoFilterHiring Follow WFM Unfiltered to find out more on: Thanks for listening. | |||
| Handling Budget Pushback: A Guide for WFM and CX Leaders | 06 May 2025 | 00:25:22 | |
We don’t usually do reruns… but this one? It earned it. WFM Unfiltered is proud to bring back one of our most popular episodes — with a sharper look and better sound — because Adriana Olteanu dropped insight that’s just too good to get buried in the archives. Adriana leads forecasting and capacity planning at Groupon, and in this conversation, she and Irina get real about the uphill battle WFM professionals face when senior leadership won’t listen. From building a bulletproof capacity plan to translating data into decisions that drive the business forward, Adriana lays out what it actually takes to make WFM strategic — not just tolerated. You’ll hear how to turn weekly checks into trust-building tools, how to sell capacity planning to managers who think they don’t need it, and why every line item — from phone line hours to team meetings — costs more than you think. This episode isn’t just practical. It’s permission to push back when your data says you're right. If you missed it the first time, don’t miss it again. And if you caught it before? It’s worth the repeat. Subscribe to the channel: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Show Links:
#WFM #WorkforceManagement #CapacityPlanning #ForecastingExcellence #OperationalEfficiency #ContactCenterStrategy Follow WFM Unfiltered to find out more on: Thanks for listening. | |||
| Are Product Managers The Enemy? | Rich O'Farrell | 29 Apr 2025 | 01:03:02 | |
Is your product manager helping—or holding you hostage? This week on WFM Unfiltered, Irina brings on Rich O’Farrell, a seasoned contact centre insider turned Product Director, to finally answer the burning question: are product managers the enemy? From call centre agent to the head of WFM product strategy at Verint, Rich has seen it all. And now he’s spilling the internal truths that most vendors hope you never find out. This episode is a full-throttle breakdown of what really happens behind roadmap promises, AI features nobody asked for, and those “we’re listening” portals that feel more like suggestion graveyards. Rich isn’t here to play corporate nice. He’s here to tell you how product decisions get made, who actually pulls the strings, and why being ignored post-contract is just part of the game. You’ll hear the blunt truth about why new features don’t work the way you’d expect, why legacy systems behave like confused robots, and why your urgent user feedback might sit in a queue behind some executive’s shiny new AI fantasy. And yes—we talk about forecasting, accuracy myths, headcount confusion, and why engineers sometimes build things they don’t understand (or use). For anyone who’s ever asked “Why the hell does this tool do that?”—this episode is for you. Subscribe to WFM Unfiltered on YouTube: Show Links:
#ProductManagement, #ForecastingFails, #AIBusted, #VendorReality, #CallCenterTech Thanks for listening. | |||
| Implementations S*ck | Adam Saad | 22 Apr 2025 | 00:34:58 | |
Implementations suck. You know it. We know it. Adam Saad really knows it. And he’s not here to sugar-coat a damn thing. In this episode of WFM Unfiltered, Irina teams up with Adam—Founder of Tech Stack Advising and host of the Scaling Out Loud podcast—to dismantle the illusion of smooth software implementations. From toxic vendor relationships to overpriced consultants and ghosting sales teams, Adam exposes the patterns that derail tech rollouts before the first config screen even loads. You'll find out why most vendors set false expectations from day one, how implementation teams show up with zero context, and why companies are still hiring junior engineers, slapping “consultant” on their email sigs, and billing like pros. Oh, and Adam’s got a few words about broken pricing models and million-dollar answers. Let’s just say this one isn’t HR-approved. We also dive into the real fix: setting honest KPIs, hiring based on experience (not branding), and forcing vendors to prove their promises up front—not “somewhere on the roadmap.” It’s raw, it’s practical, and it might save your next rollout. If you’ve ever suffered through an implementation that left you questioning your life choices, this episode is your therapy. Subscribe to WFM Unfiltered on YouTube: Show Links:
Thanks for listening. | |||
| Are BPOs Worth It? | Dan Piper | 15 Apr 2025 | 00:42:10 | |
Is your BPO partner a strategic asset—or an operational liability? In this explosive episode of WFM Unfiltered, Irina pulls no punches and brings in transformation heavyweight Dan Piper to dissect the real state of Business Process Outsourcing in today’s contact centre chaos. Thanks for listening. | |||
| What does the Law say about AI | John Walter | 08 Apr 2025 | 00:43:41 | |
What does the law say about AI? And more importantly, what should we be asking? In this episode of WFM Unfiltered, Irina sits down with John Walter — lawyer, tech innovator, and founder of ProxyLink — to dissect the growing tension between artificial intelligence and legal boundaries in the contact center space. From transitioning out of the legal field and diving into customer support, John’s path has been anything but typical. His frustration with how AI is being rolled out (and oversold) in CX platforms led him to create ProxyLink: a solution bridging secure communication between AI agents and humans. But this episode isn’t a product pitch — it’s a provocative conversation about rights, risks, and the very real legal traps many businesses are sleepwalking into. You’ll hear surprising insights into how bots could affect liability during emergency calls, why consumers need advocates in the AI space, and how human-first design might be the only path forward. Expect practical advice on regulation, actionable tips for CX leaders navigating automation, and some spicy truths about “AI” apps that aren’t really AI at all. If you're a decision-maker in customer service, CX, legal, or tech — this is your wake-up call. Get ready for a conversation that challenges buzzwords and exposes the legal blindspots no one is talking about. Subscribe to never miss an episode: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Show Links: RightWFM website: www.rightwfm.com Thanks for listening. | |||
| Working From Home... Or Not? | Adrian Hawes | 25 Mar 2025 | 00:34:23 | |
The battle between remote work, hybrid models, and full office life rages on—and we’re diving straight into the fire. In this episode of WFM Unfiltered, Adrian Hawes joins Irina to dissect the realities, myths, and consequences of remote work in the contact center industry. Is working from home still the productivity dream we thought it was, or has it created bigger problems than we expected? Adrian shares his expert insights on the evolution of work-from-home policies, the impact on team collaboration and company culture, and why some businesses are forcing employees back to the office. We’ll also explore the generational divide in workplace expectations, the mental health implications of isolation, and the harsh commercial realities that companies have to face when balancing remote flexibility with business needs. But here’s the kicker—have service levels actually suffered due to remote work, or is that just corporate propaganda? Adrian doesn’t hold back as we dig into the customer experience decline, the training challenges of a distributed workforce, and whether employees are really as productive at home as they claim to be. This episode is a wake-up call for leaders, employees, and WFM professionals navigating the future of work. Whether you’re a die-hard remote advocate or a return-to-office enforcer, you need to hear this debate. Subscribe now and join the conversation! 🔔 Subscribe to WFM Unfiltered: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1
Show Links: • Adrian on LinkedIn: https://www.linkedin.com/in/adrianhawes/ • RightWFM website: www.rightwfm.com • Email: Irina@rightwfm.com • Podcast email: WFMUnfiltered@gmail.com • Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share • YouTube Channel: www.youtube.com/@wfmunfiltered?sub_confirmation=1 Thanks for listening. | |||
| The Rift between WFM and Team Leads | Martin Teasdale | 18 Mar 2025 | 00:58:29 | |
Team leaders and WFM professionals—why does it always feel like you're speaking different languages? In this episode of WFM Unfiltered, we’re tackling the age-old battle between workforce management and team leaders. And who better to break it down than Martin Teasdale—contact center veteran, founder of the Team Leader Community, and host of Get Out of Wrap. With over 25 years in the industry, Martin has dedicated his career to supporting and elevating team leaders, and today, he’s here to expose the root cause of the ongoing friction between WFM and operations. From clashing priorities to inconsistent communication, we’re diving into why these two groups struggle to align—and how to fix it. Expect brutal honesty, real-world examples, and actionable strategies that will help you build stronger relationships between WFM and team leaders. Is the problem poor leadership? Lack of training? Fear-driven cultures? Martin’s pulling no punches in this one. If you’ve ever wondered why the hell doesn’t my WFM team listen? or why do team leads always resist what’s best for the business?—this episode is a must-watch. 🔔 Don’t miss it—Subscribe now: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Show Links:
Thanks for listening. | |||
| WFM Trends | Jim Simmons | 11 Mar 2025 | 00:30:10 | |
What does the future of WFM look like, and why is it still misunderstood at the executive level? Jim Simmons, a leader in workforce management and operational strategy, joins the show to unpack the biggest trends shaping WFM in 2025. With decades of experience optimizing workforce strategies, Jim breaks down why WFM teams struggle for recognition and what it takes to earn a real seat at the executive table. From AI hype to the hard truths about automation, Jim doesn’t hold back. We discuss whether AI can actually replace forecasting, how companies are getting "efficiency" all wrong, and why flexibility in scheduling is no longer a nice-to-have—it's a necessity. If you're tired of seeing WFM treated like an afterthought, this episode is for you. Expect candid discussions on leadership buy-in, the reality of AI-driven staffing models, and what it really takes to move beyond basic admin functions into a strategic powerhouse. If you want to future-proof your WFM career, you can't afford to miss this one. Subscribe to the channel for more unfiltered WFM insights: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Show Links: • RightWFM website: www.rightwfm.com Thanks for listening. | |||
| WFM Career - The Sky is the Limit | 29 Jul 2025 | 00:34:10 | |
What if the secret to a thriving contact centre career wasn’t in your CV, but in your mindset? In this episode of WFM Unfiltered, Irina sits down with Nenad Lukikj, a self-made leader who went from humble beginnings to reshaping the way we think about workforce management, innovation, and personal growth. Nenad’s story isn’t your usual LinkedIn highlight reel—it’s full of real risks, unorthodox choices, and a relentless commitment to doing things differently. From discovering the hidden potential of command centres to using wild interview techniques that flip hiring on its head, Nenad has made a habit of challenging norms—and winning. But he doesn’t just break the rules. He builds new frameworks for success. Whether it's about leveraging data for CX insights, pushing back on outdated cultural norms, or owning a tech platform without a tech background, he brings a fresh, fearless perspective to every conversation. This isn’t just career advice. It’s a blueprint for leading with courage, embracing discomfort, and unlocking your own untapped potential. Irina and Nenad dig into the mental models and decisions that shaped his path—and reveal how YOU can use the same strategies to level up in WFM, leadership, and life. Whether you're in ops, tech, CX, or planning, this is the episode you didn't know you needed. Watch until the end for some of the most actionable, honest advice on career progression and strategic networking you’ll hear this year. Subscribe for more episodes that challenge the status quo and share real, unfiltered industry truths: https://www.youtube.com/@WFMUnfiltered?sub_confirmation=1 Show Links:
Thanks for listening. | |||
| There's no WFM without Capacity Planning | Eric Bainbridge | 06 Mar 2025 | 00:37:19 | |
🚀 Capacity planning: The most overlooked part of WFM? This week on WFM Unfiltered, we're breaking down why capacity planning is not optional—it’s the foundation of a solid workforce strategy. We’re joined by Eric Bainbridge, a WFM expert who’s spent 20+ years mastering the art of balancing cost, efficiency, and customer experience. 🎯 Why do so many companies get capacity planning wrong? The episode drops this week. Don’t miss it. 📢 Subscribe now: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Thanks for listening. | |||
| Cost Vs Value - Rick Denton | 18 Feb 2025 | 00:33:43 | |
When does customer experience actually drive value, and when is it just an expensive vanity metric? In this episode of WFM Unfiltered, we’re joined by Rick Denton, a seasoned expert in customer experience, to dissect one of the most controversial topics in contact centers: Is customer service a cost or a value driver? With decades of experience in operational excellence, customer advocacy, and brand strategy, Rick brings a no-nonsense take on how businesses should really measure customer experience. Forget the fluffy feel-good metrics—this conversation is about hard ROI, brand loyalty, and the real impact of AI in contact centers. 🔥 Inside this episode, we break down:
For anyone in WFM, customer service, or leadership, this episode delivers brutal truths about budgeting, branding, and business survival. If you’ve ever felt frustrated by leadership's obsession with cutting costs at the expense of service, this episode is for you. Watch now and level up your CX game! 🎙️ Check out Rick Denton’s podcasts: 📢 Show Links: Thanks for listening. | |||
| WFM: 'Admin' or Strategic Role? | Corey Sewpersad | 11 Feb 2025 | 00:32:28 | |
Is WFM just admin work, or is it a strategic powerhouse hiding in plain sight? In this episode, Corey Sewpersad joins WFM Unfiltered to challenge the outdated perception that WFM is just about schedules and spreadsheets. He unpacks the real impact of workforce management—how it drives business success, aligns departments, and plays a pivotal role in analytics and decision-making. Corey shares his journey from traditional WFM into analytics, explaining why so many businesses fail to leverage the full potential of their WFM teams. We dig into the key differences between being reactive and proactive, why hiring the right people is crucial, and how companies sabotage their own success by treating WFM as a support function rather than a strategic driver. But here’s the real kicker—how do you move WFM out of the “admin” shadows and into the boardroom? Corey has some strong opinions on what it takes to make WFM a respected, indispensable part of the business strategy. If you've ever felt like WFM deserves a seat at the table but isn't getting one, this episode is for you. Ready to change the game? Watch the full episode and subscribe to WFM Unfiltered for more no-nonsense conversations about workforce management. 📢 Subscribe now: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Show Links:
Thanks for listening. | |||
| Value in Mistakes | Anthony Brady | 04 Feb 2025 | 00:40:00 | |
What happens when you discover your greatest lessons in the middle of your biggest mistakes? In this compelling episode of WFM Unfiltered, Irina welcomes Anthony Brady, a seasoned WFM professional with over 20 years of experience in workforce management. Anthony’s career spans influential roles at eBay, PayPal, Dublin Airport, and Accenture, where he’s led transformative projects that continue to inspire. Today, he runs his own consultancy, sharing hard-earned wisdom with the WFM community. From Dublin to the global stage, Anthony shares stories of his own “A-Hole Phase,” a period of overconfidence many WFM professionals might recognise. With brutal honesty, he revisits the power plays, ego trips, and missteps that shaped his journey. Have you ever wondered where confidence turns into arrogance? Anthony discusses how he learned to walk the fine line and why humility and collaboration are WFM’s secret weapons. Irina and Anthony dig into the age-old conflict between WFM and operations, challenging listeners to reframe the narrative. They discuss power dynamics, blame games, and the lessons that come from relationship-building between departments. Discover Anthony’s take on why relationships with internal customers are just as important as forecast accuracy—and how prioritising people over perfection can change everything. If you’ve ever wondered whether your mistakes could become your greatest strengths, this episode is a must-listen. Get ready for raw stories, practical tips, and the kind of honesty WFM Unfiltered is known for. Join the conversation and subscribe now: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Show Links: Thanks for listening. | |||
| Getting Past the Recruiters | 28 Jan 2025 | 00:42:45 | |
Recruitment challenges in Workforce Management are at an all-time high. That’s why we brought in James Parkin, a true expert in navigating the tricky waters of hiring and job seeking, to WFM Unfiltered. Whether you’re a job seeker frustrated with ATS filters or a hiring manager struggling to find the right talent, this episode is packed with hard-hitting truths and actionable strategies. James dives into the controversial topic of recruiters relying too much on keywords, shedding light on how this trend is impacting the quality of hires and the overall candidate experience. Are job boards your best friend or your worst enemy? James uncovers the hidden traps and explains how to use them to your advantage. You’ll also hear fresh perspectives on why cultural fit matters as much as technical skills and how to build a recruitment process that truly prioritizes people. James shares jaw-dropping recruitment horror stories and explores the European advantage in the WFM job market. This is not your typical recruitment talk—it’s raw, real, and transformational. Ready to transform your approach to hiring or job seeking? Don’t miss this episode. Subscribe now to WFM Unfiltered and gain insights that could change your career trajectory. Show Links: Thanks for listening. | |||
| Forecasts and WFM Tools | Doug Casterton | 14 Jan 2025 | 00:31:26 | |
Dive into a riveting discussion with Doug Casterton, a celebrated leader in the workforce management (WFM) and customer care space, as we uncover the raw truths behind WFM tools and the often-misleading promises of vendors. With over 20 years of expertise, Doug has reshaped contact center operations globally, leveraging his passion for data-driven decision-making and AI. In this episode, Doug and Irina dig deep into the flaws of modern forecasting tools, revealing why many vendors fall short of their lofty claims. Discover how manual experience often outperforms automated solutions, and why transparency is crucial for WFM professionals when choosing the right systems. Doug shares his journey from managing spreadsheets to becoming a recognized influencer and host of the WeWFM podcast, offering unique insights into vendor accountability and the future of forecasting technology. Listeners will gain valuable lessons on what to demand from vendors, the importance of asking the right questions, and how smaller players are leading the charge in innovation. This episode is a must-watch for anyone navigating the complexities of WFM tools and vendor solutions. Don't miss this eye-opening conversation! Subscribe now: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Show Links: Thanks for listening. | |||
| What The Heck does Senior Leadership Want from WFM? | 17 Dec 2024 | 00:39:39 | |
In this episode of WFM Unfiltered, Irina flips the script and dives into the deep end with Jeremy Hyde and Yunier Mesa on what senior leadership really wants from WFM. Are WFM professionals fully aligned with executive expectations? Or are they missing crucial insights about what drives senior decision-making? First, Jeremy and Yunier break down why curiosity isn't just helpful—it's essential. In a field that’s evolving fast, the ability to ask bold questions can mean the difference between being overlooked and being indispensable. They don’t just touch on the “how” of curiosity; they explain the exact ways it translates into success within the C-suite. As we dig deeper, you’ll hear the unfiltered reality of working in WFM: why understanding basic concepts isn’t enough, and how executives assess a WFM team's value. Communication is key here, and our guests emphasize its role in bridging the often-wide gap between senior leadership and day-to-day operations. Whether you're an introvert or extrovert, they discuss the surprising ways personality influences how your insights are received by leadership. Jeremy and Yunier don’t sugarcoat the challenges—they’re sharing hard-earned lessons on the power of small roles, the impact of showing up authentically, and the lasting effects of speaking up when it matters. Are you ready to understand what leaders really expect from WFM? Don’t miss this candid conversation! Subscribe for insights that could change your approach: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Thanks for listening. | |||
| WFM Tools Magic or Sh*T Wrapped like Candy | Phil Bacon | 10 Dec 2024 | 00:40:44 | |
Is your WFM tool all flash and no substance? In this hard-hitting episode of WFM Unfiltered, Irina and special guest Phil Bacon dig deep into the shocking reality behind WFM tool marketing. Phil, who’s seen it all—from engineering the tech to watching the hype machine sell it—doesn’t hold back in calling out how marketing has twisted the narrative around WFM tools. Do vendors even know the products they’re pushing? Phil argues that many marketing teams are selling fantasies rather than features, spinning tools as miracle solutions while sidestepping glaring limitations. In this episode, we tear apart the illusion of "must-have" features and "effortless results" to reveal what's really driving vendor hype. Phil shares jaw-dropping stories of WFM users held hostage by data, stuck with subpar support, and left with tools that serve no one but the seller. If you've ever questioned the endless promises in a product demo or left a webinar feeling sold but not informed, this episode is your wake-up call. Ready to see past the marketing smoke and mirrors? Tune in to hear the gritty truth on how to choose WFM tools without getting duped. Watch, subscribe, and follow WFM Unfiltered for more no-BS insights: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Thanks for listening. | |||
| Soft Skills in WFM | Mike Aoki | 03 Dec 2024 | 00:42:45 | |
Dive into a transformative episode of WFM Unfiltered, featuring Mike Aoki, a renowned expert in customer service and workforce management from Reflective Keynotes Inc. Known for his passion for empowering agents and reducing talk time through soft skills training, Mike brings invaluable insights to the table that anyone in the industry can learn from. With over two decades of experience in agent training and a unique knack for breaking down complex concepts into actionable advice, Mike provides WFM professionals with the tools they need to build engaged and effective teams. In this episode, Mike tackles the critical role of soft skills in workforce management, emphasizing how empathy, communication, and engagement drive better customer outcomes. We explore topics ranging from efficient agent request handling to the importance of viewing agents as “internal customers” who deserve clarity, support, and fairness. For those managing teams, Mike’s advice on how to give constructive "no's" while still inspiring hope is especially relevant. As we delve further, we uncover why Mike believes simplicity and digestibility in messaging are keys to executive buy-in, and he breaks down the all-too-familiar “admin vs. strategy” debate for WFM leaders. He also shares his take on the future of customer interactions and AI's limitations in maintaining authentic, human connections. Join us as we dig into practical and impactful advice on soft skills for workforce management. Whether you’re an experienced leader or new to the industry, Mike’s insights will leave you inspired and equipped to foster a healthier, more engaged workplace. Watch the full episode and ensure you’re subscribed to catch all the latest from WFM Unfiltered: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Show Links:
Thanks for listening. | |||
| WFM Vendor Marketing: The Truth Behind the Fluff | Kim Sektnan | 26 Nov 2024 | 00:35:29 | |
In this week’s episode of WFM Unfiltered, Irina hosts Kim Sektnan, a seasoned professional in workforce management and tech solutions, to discuss the real truths and challenges behind WFM tools and vendor promises. This episode peels back the glossy layers of marketing fluff that often shroud workforce management technology, and dives into what WFM professionals should really know. From managing small teams with limited resources to navigating vendors that overpromise and underdeliver, Kim brings her invaluable insights to the table, revealing the harsh realities many WFM teams face in their day-to-day work. Listeners will learn about the 'shrinkage dilemma' that WFM teams struggle to balance daily, as well as the critical issues surrounding outdated technology and Erlang’s limitations. Kim doesn’t shy away from calling out the industry’s overhyped focus on AI as a solution for every issue and explains why more advanced solutions may not always align with what WFM teams truly need. She also discusses why the endless "budget battles" can prevent effective WFM strategy execution and what she believes could make a lasting impact. Kim goes beyond just discussing tools to share her perspective on the 'Admin vs. Strategy' debate within workforce management. She discusses what WFM professionals can do to make their voices heard in this space, especially when they’re overshadowed by administrators and the limitations of budget. Wrapping up, Kim and Irina examine what WFM professionals should look for when choosing the right tools—and what red flags to avoid. Whether you're deep into WFM or just starting out, this episode offers a fresh, transparent perspective on the critical role of WFM in modern business, minus the marketing fluff. Tune in and see why workforce management isn’t just about numbers but about making a real impact within an organisation. Subscribe to stay updated on all things WFM: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Show Links: RightWFM website: www.rightwfm.com Email: Irina@rightwfm.com Podcast email: WFMUnfiltered@gmail.com Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share YouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1 Thanks for listening. | |||
| Doing Outbound Right - Garry Gormley | 22 Jul 2025 | 00:35:46 | |
From flipping burgers to flipping the script on outbound sales - Garry Gormley’s journey is anything but average. In this episode of WFM Unfiltered, Irina sits down with the founder of FAB Solutions to dissect what makes outbound tick, why most organisations do it so badly, and what leadership really means in the contact centre trenches. Garry doesn’t hold back. With experience spanning thousands of calls, teams, and metrics, he pulls the curtain back on the sales strategies that work - and the ones that quietly tank performance. You’ll hear how big brands are still clinging to broken models, forcing inbound agents to fail at outbound, and relying on metrics that mean nothing to customers or teams. From resource planning sins to the uncomfortable truths about agent burnout, this episode takes no prisoners. Irina and Garry debate the 40-hour workweek, dig into the myths of blended models, and expose how bad data is killing your sales funnel from the inside. But it’s not just a takedown - it’s a how-to. You’ll walk away with a blueprint for real change: smarter planning, sharper customer targeting, and a more human contact centre culture. Whether you run a team, lead a sales strategy, or just want to get your agents off the hamster wheel, you’ll want to hear this one. Subscribe for more uncensored truth at www.youtube.com/@WFMUnfiltered?sub_confirmation=1 Show Links:
YouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1 Thanks for listening. | |||
| Life Happens Outside of the Contact Center | Ilija Krstevski | 19 Nov 2024 | 00:25:25 | |
Ilija Krstevski joins WFM Unfiltered to share his unique, decade-long experience managing and implementing WFM strategies across diverse settings, from international corporations to cutting-edge consultancies. Known for his direct approach, Ilija brings to the table his in-depth insights into handling operational efficiency, service standards, and the tough, no-nonsense conversations that make a real difference in workforce management. In this episode, Irina and Ilija delve into the often-overlooked realities of WFM. Ilija doesn't shy away from discussing the importance of setting boundaries, especially when balancing corporate expectations with client needs. He takes listeners through the journey of being a manager without falling into the 'yes-man' trap, a crucial mindset shift for WFM leaders and teams alike. The discussion then moves to critical thinking and the art of saying 'no,' exploring how these skills can strengthen both career and workplace dynamics. Ilija’s no-filter narrative shines a light on the common pitfalls that workforce managers face, particularly around promotions, client expectations, and the potential hazards of putting corporate needs above personal integrity. He shares practical steps to become more effective, break free from routine constraints, and foster a work-life balance—a perspective that many WFM professionals will find refreshing and relatable. Whether you're a seasoned WFM manager or just entering the field, Ilija’s experience-driven insights will challenge you to rethink your approach to communication, setting professional boundaries, and upholding core values. Don't miss this episode packed with candid advice and real-world strategies! Subscribe to catch all episodes of WFM Unfiltered at https://www.youtube.com/@wfmunfiltered?sub_confirmation=1. Show Links:
Thanks for listening. | |||
| Starting From Scratch | Arlyne Pardo | 12 Nov 2024 | 00:33:35 | |
Get ready for a truly inspiring conversation as we sit down with Arlyne Pardo, an exceptional leader in the world of Workforce Management (WFM). Arlyne's journey started in Panama, where she quickly rose through the ranks at Dash, all while embracing the challenges of being a young leader in a fast-paced industry. In this special episode of WFM Unfiltered, Arlyne shares her experiences of starting as a technical support agent and rising to the role of Workforce Manager in just a few years. One of the key lessons you'll learn from Arlyne is how to empower your team, even when you're still finding your own feet. From being thrown in at the deep end with no guidance to managing the complexities of COVID-19, Arlyne's resourcefulness and adaptability shine through. Her story is not just about overcoming obstacles but also about thriving under pressure and turning challenges into opportunities for growth. In this episode, you'll discover how to balance being a compassionate leader while driving results. Arlyne's approach to mentorship and positivity in leadership provides invaluable insight into how to create a culture of trust and growth. Whether you're new to WFM or an industry veteran, Arlyne's advice on continuous learning, embracing change, and empowering others will resonate with you. Don't miss this chance to hear from a leader who's not afraid to break the mold, challenge conventions, and build an inclusive and thriving workforce. Tune in to this episode for a wealth of knowledge and inspiration, and make sure to follow Arlyne's journey as she continues to make her mark in WFM. Subscribe to our channel for more real stories from WFM professionals: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Show Links:
Thanks for listening. | |||
| Processes Are Everything | John Phillips | 05 Nov 2024 | 00:26:37 | |
Processes are at the heart of every successful business, yet they’re often overlooked in favour of shiny new technology. In this insightful episode of WFM Unfiltered, John Phillips, an industry veteran with over 40 years in the contact center and consulting space, shares why foundational processes matter more than ever. Whether it’s customer journeys, advisor workflows, or finding hidden inefficiencies, John emphasizes how the right processes can make or break a company’s success. During the episode, John explains why businesses should always start by perfecting their processes before investing in technology. Too often, companies rush to implement the latest tools and software without addressing the inefficiencies already embedded in their workflows. John shares real-life examples of how he’s helped organizations save costs, improve customer satisfaction, and streamline operations—simply by focusing on processes. Irina and John dive into the sometimes “boring” but essential world of process documentation. They discuss how processes, when neglected, become outdated and how having a process owner is critical to keeping things running smoothly. If your business is struggling with maintaining efficiency or keeping up with customer demands, John’s advice is sure to provide actionable takeaways you can apply right away. You’ll also learn about the importance of knowledge management systems and how they can drastically reduce handling times and improve employee performance. John’s hands-on experience and practical advice make this a must-watch episode for anyone in the contact center world or broader business operations roles. Don’t forget to subscribe to our channel for more insightful episodes: www.youtube.com/@wfmunfiltered?sub_confirmation=1 Thanks for listening. | |||
| Your QM Messes My Staffing | Rob Dwyer | 29 Oct 2024 | 00:34:03 | |
In this episode of WFM Unfiltered, Irina is joined by Rob Dwyer, a seasoned expert in Quality Management (QM) and the driving force behind transforming how organisations handle quality in contact centres. Rob’s unique perspective on the often-frustrating relationship between WFM and QM shines a light on the untold connections that affect staffing, agent performance, and overall service levels. You’ll hear a candid conversation about how traditional Quality Management might actually be working against your business by cherry-picking calls and introducing bias. Rob breaks down why AI is shaking things up and could solve many of these age-old problems by analysing every call without human bias. And don’t miss Irina’s bold take on why traditional QM “absolutely sucks” and how AI might be the key to bridging the gap between QM and WFM. The episode also dives deep into the vital need for better communication between departments. Rob highlights why QM and WFM need to work together more closely to address operational inefficiencies and improve staffing processes. This conversation isn’t just about call monitoring—it’s about how your entire contact centre can benefit from a more integrated approach to QM and workforce management. Whether you’re in QM, WFM, or Operations, this episode is packed with real talk on the frustrations, opportunities, and the future of contact centre management. Don’t forget to subscribe to catch more unfiltered discussions that will challenge how you think about workforce management! Show Links: Thanks for listening. | |||
| The Takeover Edition! | 24 Oct 2024 | 00:35:48 | |
Welcome to a very special takeover edition of WFM Unfiltered! In today’s episode, Irina switches seats to become the guest, and our host for the day, Paul, takes over the reins. It's a rare opportunity to hear Irina's full, unfiltered story—from her humble beginnings in the contact centre world to building her reputation as a thought leader in workforce management. Get ready to dive into a conversation that’s honest, raw, and surprisingly relatable. You’ll hear Irina talk about her early struggles breaking into the industry, the personal sacrifices she made to build her career, and the powerful lessons she learned along the way. Whether it's dealing with imposter syndrome or navigating the challenges of being a young female manager, Irina’s journey is one that will resonate with many WFM professionals. In this candid conversation, she opens up about the realities of the workforce planning world, why she’s so passionate about what she does, and the profound effect her work has on businesses and customers alike. And if you’ve ever wondered how personal struggles can shape professional success, Irina’s story will hit close to home. Whether you're just starting out in WFM or you’re a seasoned pro, this episode is packed with invaluable insights that will leave you feeling motivated and inspired. Tune in to learn how Irina continues to challenge perceptions of WFM and how you, too, can find your ‘why’ in the work you do. Don't miss this one—it’s not every day we get to hear the host in the hot seat! Subscribe now for more unfiltered workforce management discussions: www.youtube.com/@wfmunfiltered?sub_confirmation=1 Show Links: Thanks for listening. | |||
| Your data might be Sh*T | Antoine Borg | 22 Oct 2024 | 00:32:22 | |
In this episode of WFM Unfiltered, Irina takes us to the sunny island of Malta, where we sit down with the ever-enthusiastic Antoine Borg. From his time in the Maltese Army to navigating the complex waters of Workforce Management (WFM), Antoine’s journey is nothing short of fascinating. Antoine’s no-nonsense approach to data and his love for “breaking things to fix them” provides unique insights into how WFM professionals should handle their data. He openly shares how his methods might not always be conventional but are undeniably effective. Do you know what happens when you rely on messy data? Antoine has been there, fixed that, and now he’s here to tell you how to do the same. Learn why Antoine believes in doing everything himself, from scratch, and why understanding Excel—down to the smallest formula—has been critical in his success. He doesn’t just push buttons; he digs deep into the data and builds tools from the ground up. If you’ve ever wondered how to start when everything seems like a mess, Antoine’s practical tips will guide you through the process of transforming chaos into order. But the conversation doesn’t stop there. Antoine delves into the limitations of AI in WFM and why the human touch will always be essential. He has some strong opinions on the tools we use and what vendors don’t always tell you. For anyone in WFM, this episode will make you rethink how you interact with your data and why you should never settle for subpar tools or methods. Don’t miss out on this episode filled with laughter, real talk, and actionable advice from one of the most experienced professionals in the WFM space. Hit that subscribe button to keep up with more unfiltered insights: www.youtube.com/@WFMUnfiltered?sub_confirmation=1 Show Links: • RightWFM website: www.rightwfm.com • Email: Irina@rightwfm.com • Podcast email: WFMUnfiltered@gmail.com • Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share • YouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1 • Antoine Borg LinkedIn: www.linkedin.com/in/antoine-borg-1877b0210 Thanks for listening. | |||
| Agents wishes vs Customer Demand | Dan Smitley | 15 Oct 2024 | 00:37:05 | |
In this episode of WFM Unfiltered, we're diving into one of the most complex balancing acts in the world of Workforce Management: how to meet customer demand while keeping agents happy. Joining me is the one and only Dan Smitley, a WFM veteran with over 20 years of experience in contact centers, consulting, and strategy. Dan's not only an expert at the technical side of WFM, but he also brings a deep understanding of people—the heart and soul of any operation. We talk candidly about the real tension between business needs and agent preferences, a topic that every WFM professional has struggled with. Dan challenges us to think differently: Is it possible to give agents more of what they want without compromising on service levels? And more importantly, can doing so actually improve overall performance? One of the key takeaways from this episode is empathy in WFM. Dan and I discuss why understanding agents as human beings—not just data points—is crucial to the success of any WFM team. We also dig into the future of WFM as automation and AI continue to transform the landscape. Should we embrace a fully automated future, or is the human touch irreplaceable? Dan has some fascinating thoughts that might just change your perspective. Finally, we share tips on how WFM teams can pilot new initiatives, manage agent expectations, and avoid the pitfalls of entitlement that can derail even the best-laid plans. This is an episode packed with real-world advice, humor, and insights that you won’t want to miss. Don't forget to subscribe to our channel for more candid conversations about WFM at www.youtube.com/@WFMUnfiltered?sub_confirmation=1 Show Links:
Thanks for listening. | |||
| WFM Imposter Syndrome | Loz Beck | 08 Oct 2024 | 00:41:48 | |
In today’s episode of WFM Unfiltered, I sit down with Loz Beck, a trailblazer in Workforce Management (WFM) and a force to be reckoned with in the industry. Loz, who has climbed the ranks from a real-time analyst to a tactical planning manager at Monzo Bank, is here to share her fascinating journey through the world of WFM. From dealing with imposter syndrome to breaking down gender barriers in a traditionally male-dominated field, Loz’s experience is something you don’t want to miss. We start by diving deep into the emotional and mental challenges that come with working in WFM, especially imposter syndrome. Loz gets real about her personal battles with self-doubt, even after achieving so much success, and how she continues to overcome it. You’ll find this conversation raw and relatable, especially if you’ve ever felt unsure about your abilities, despite your achievements. But it doesn’t stop there. Loz and I explore the ongoing struggles of unconscious bias, gender disparities in leadership roles, and how women can empower themselves in the WFM space. Loz shares practical insights from her experience in building successful, engaged teams, even when managing real-time operations can feel like putting out fires every day. She also reveals her strategy for leading with positivity through constant change, offering lessons that go beyond just WFM. Finally, we discuss the balance between career growth and parenthood. Loz opens up about the challenges of being a single parent while navigating the WFM world and how this has shaped her leadership style. Her vulnerability is inspiring, as she emphasizes the importance of owning your struggles and turning them into strengths. Tune in to this episode for a wealth of knowledge, relatable moments, and advice that could change how you approach your career in WFM. Don’t forget to subscribe to WFM Unfiltered for more episodes like this at www.youtube.com/@wfmunfiltered?sub_confirmation=1.
Show Links: • RightWFM website: www.rightwfm.com • Email: Irina@rightwfm.com • Podcast email: WFMUnfiltered@gmail.com • Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share • YouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1 Thanks for listening. | |||
| Capacity Planning and Handling Pushback from Senior Stakeholders | Adriana Olteanu | 01 Oct 2024 | 00:25:22 | |
In this episode of WFM Unfiltered, host Irina Mateeva dives deep into the world of capacity planning with Adriana Olteanu, the Manager of WFM Forecasting & Capacity Planning at Groupon. With nearly two decades of experience in customer service, banking, and workforce management, Adriana brings a wealth of knowledge, particularly in the often-overlooked area of capacity planning. Throughout the episode, Adriana shares her journey from handling customer service in banks to leading WFM teams at Groupon. She highlights the importance of understanding the full picture, from knowing your team to translating complex data into actionable insights. Adriana also tackles the common challenge of pushback from senior stakeholders who often prioritize budgets over accurate forecasts. Her advice? Transparency, detailed analysis, and the ability to sell the benefits of workforce management to every level of the organization. Listeners will learn how to build trust with senior stakeholders by presenting data-driven stories, the importance of weekly checks in capacity planning, and how to ensure every action aligns with the company's broader business strategy. Adriana’s insights are a must-listen for anyone involved in workforce management, offering practical tips on how to optimize resources, save money, and ultimately drive business success. Ready to take your WFM strategy to the next level? Subscribe to our channel for more expert insights: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Adriana on LinkedIn: https://www.linkedin.com/in/adriana-olteanu-3612a247 Thanks for listening. | |||
| Rant about “experts”, “certificates”, “recruitment” and more | Marianne Withers | 24 Sep 2024 | 00:15:47 | |
In this episode of WFM Unfiltered, we dive deep into a topic that's often brushed under the rug: how HR can sometimes become a roadblock in effective Workforce Management. Join Irina Mateeva, founder of RightWFM, as she sits down with Marianne Withers, the Managing Director of The Verity Centre. Marianne brings a wealth of experience, having worked across various sectors and heading up major operations. She’s known for her no-nonsense approach and a firm belief in the power of integrity and truth in business. Marianne doesn't just talk the talk—she’s walked the walk. From heading up contact centers to navigating complex HR landscapes, Marianne has seen it all. In this episode, you'll hear candid stories about the challenges faced when HR departments overstep and how that impacts the efficiency of WFM teams. She shares eye-opening examples and practical advice on how to bridge the gap between HR and operations, ensuring your business runs like a well-oiled machine. Expect to learn about the crucial role of communication, the importance of understanding the full journey of your operations, and why it's essential to have the right people in the right roles. Marianne also discusses the often-overlooked aspect of HR policy versus legal compliance, providing insights that could save your business time, money, and headaches. Whether you're a WFM professional, an HR manager, or a business leader, this episode will offer you valuable insights into improving collaboration and driving better results. Don't miss out on Marianne's expert advice—subscribe to our channel and stay ahead in the game. Watch the full episode and see how your approach to WFM might change forever.
https://www.youtube.com/@wfmunfiltered?sub_confirmation=1
Links: The Verity Centre Website: www.tvc15.co.uk Marianne on Email: marianne@tvc15.co.uk Thanks for listening. | |||
| Agent Mentorship into WFM - Aaron Wojtak | 15 Jul 2025 | 00:31:39 | |
Aaron Wojtak joins Irina on WFM Unfiltered for a brutally honest dive into what’s really happening at the intersection of real-time analytics, agent performance, and leadership in contact centres. With a background that spans frontline agent roles to strategic workforce planning, Aaron brings a grounded, no-nonsense perspective that cuts through the noise of corporate fluff This episode challenges the traditional “command and control” culture still lurking in too many operations teams. From burnout to broken feedback loops, Aaron exposes the root causes of performance issues and advocates for a healthier, more collaborative approach. It’s not about policing agents or pushing dashboards - it’s about unlocking human potential and making metrics meaningful again. You’ll hear Aaron and Irina tackle hot-button topics like the misuse of AHT, the illusion of quality vs speed, and how leaders waste time in the name of control. But this conversation doesn’t just criticise - it offers real solutions. Expect actionable insights on mentorship, skill progression, and how to break down the silos that sabotage so many WFM functions. This episode is a must-watch for anyone tired of surface-level workforce chatter and hungry for the truth about what works. Whether you’re a real-time analyst, team lead, or strategic leader, there’s gold here for every level. Aaron doesn’t hold back, and neither do we. Watch now and find out why the best WFM leaders are the ones who started on the phones. Subscribe for more: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Show Links:
Thanks for listening. | |||
| When HR is in the way of WFM | Marianne Withers | 17 Sep 2024 | 00:42:32 | |
In this eye-opening episode of WFM Unfiltered, host Irina Mateeva engages in a candid conversation with Marianne Withers, Managing Director of The Verity Centre. The discussion centers around a critical yet often overlooked issue: the obstacles HR departments can pose to effective Workforce Management (WFM). With over two decades of experience in leadership roles across various sectors, Marianne offers an insider’s perspective on how HR's control and rigid processes can hinder operational efficiency and growth. Marianne doesn't hold back as she recounts her experiences where HR's overreach and insistence on unnecessary bureaucracy resulted in significant delays and operational inefficiencies. Drawing from real-world examples, including her work in scaling up contact centers, she argues that HR should be a supportive partner in the decision-making process rather than a gatekeeper. She also emphasizes the importance of a collaborative approach, where HR and WFM teams work together to align business needs with legal compliance, thus fostering a more agile and responsive work environment. Irina and Marianne further delve into how empowering WFM teams with the right tools and autonomy can lead to better resource management, improved employee satisfaction, and ultimately, higher customer retention. They discuss how outdated HR policies can stifle innovation and why it’s crucial for HR to evolve from being a ‘blocker’ to an enabler of change. If you’ve ever found yourself frustrated by HR’s interference in WFM processes, this episode is for you. Marianne’s practical insights and Irina’s probing questions will leave you rethinking the role of HR in your organization. Don’t miss out on this engaging discussion that could very well change the way you approach workforce management. Watch the full episode on 3/9/24 and be sure to subscribe for more unfiltered insights: https://www.youtube.com/@WFMUnfiltered?sub_confirmation=1.
Thanks for listening. | |||
| Empathy is not for WFM teams | Dimitri Van De Ginste | 27 Aug 2024 | 00:30:22 | |
In this thought-provoking episode of WFM Unfiltered, we dive deep into one of the most polarizing topics in Workforce Management: the role of empathy. Joining me from Antwerp, Belgium, is Dimitri Van De Ginste, founder of VDG Consulting and a seasoned expert in operational WFM and AI. Dimitri is not afraid to challenge the status quo, and today he brings his controversial viewpoint that empathy has no place in WFM teams. He argues that the primary focus of WFM should be on hitting KPIs and maintaining efficiency, leaving emotional considerations to team coaches. Throughout our discussion, you'll hear why Dimitri believes that a strict focus on numbers is the only way to ensure success in the fast-paced world of contact centers. He shares his concerns about the potential costs of allowing empathy to influence WFM decisions and why he thinks this could lead to inefficiencies and higher operational costs. On the other side, I make the case for why empathy should not be overlooked, especially when it comes to supporting the very people who drive those numbers. We'll also explore real-life scenarios where empathy and rigid rule-following collide, and what that means for the long-term success of both employees and the business. Whether you're on Team Dimitri or Team Irina, this episode will challenge your views on what WFM teams should prioritize and how to strike the right balance between empathy and efficiency. Don't miss out on this heated discussion—subscribe to our channel and hit the notification bell to stay updated on future episodes! Show Links: Thanks for listening. | |||
| The Power of Change Management | Jenn Jones | 20 Aug 2024 | 00:25:11 | |
Change management—it's more than just a buzzword. In this episode of WFM Unfiltered, Irina Matneva sits down with Jenn Jones, Director of Strategy and Workforce Management at Navidus Health Solutions, to explore the often-overlooked nuances of change management. Jenn brings a wealth of experience from her role at a leading pharmaceutical benefit management company, where she navigates the complexities of budgeting, forecasting, and strategy. The discussion kicks off with a deep dive into the emotional aspects of change management. Jenn highlights how unaddressed emotions can derail even the most meticulously planned initiatives. Irina and Jenn also touch on the importance of communication and pre-work, explaining how these elements can make or break a project. You’ll hear real-life examples and practical advice on how to involve operational teams effectively, ensure proper training, and identify key players who can drive successful change. This episode is packed with actionable insights that can help you navigate the complex world of change management, whether you’re in a leadership role or part of a team. Don’t miss out on learning how to turn change into a powerful tool for growth and success. Watch the full episode and subscribe to our channel for more insights! Subscribe to WFM Unfiltered on YouTube: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1
Thanks for listening. | |||
| Part 2 - Mental Health in Contact Centers, WFM teams and more with Craig Fearn | 13 Aug 2024 | 00:27:21 | |
In this episode of WFM Unfiltered, we're diving into the second part of our insightful conversation with Craig Fearn, the Wellbeing Ambassador for the Institute of Directors in the UK. With over 22 years of experience in mental wellbeing, Craig brings a wealth of knowledge on how to foster a healthier workplace environment. Last time, we discussed the challenges of mental health in contact centers and WFM teams, shedding light on the often overlooked struggles these professionals face. In this follow-up episode, Craig delves deeper into practical strategies for investing in employee wellbeing. He shares invaluable insights on proactive measures companies can take to prevent burnout and promote a positive work culture. Craig also discusses the financial benefits of prioritizing mental health, revealing how a small investment in wellbeing can yield significant returns for businesses. He explains the importance of creating a supportive environment where employees feel valued and heard, ultimately leading to increased productivity and job satisfaction. Don't miss out on Craig's expert advice on how to transform your workplace into a mentally healthy space. Whether you're a leader looking to improve your team's wellbeing or an employee seeking ways to manage stress, this episode offers actionable tips that can make a real difference. Subscribe to our channel to stay updated with the latest episodes: https://www.youtube.com/@WFMUnfiltered?sub_confirmation=1 Craig on LinkedIn: https://www.linkedin.com/in/craig-fearn1/ The LightHouse Collective: https://www.thelighthouse-collective.co.uk/ Thanks for listening. | |||
| Mental Health in Contact Centers, WFM teams and more with Craig Fearn | 06 Aug 2024 | 00:26:52 | |
🚀 The latest episode of WFM Unfiltered is live, featuring the amazing Craig Fearn! Craig and I delve into the mental health challenges in contact centers and WFM teams. We discuss strategies to combat burnout, the importance of supportive work environments, and why mental health needs to be a priority in the workplace. Don't miss out on these valuable insights! Watch the full episode now: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1
About Our Sponsors: Thanks for listening. Thanks for listening. | |||
| SLA vs ASA (Is SLA a Dead Metric?) | 30 Jul 2024 | 00:30:12 | |
In this episode of WFM Unfiltered, Irina chats with Greg McConney, the Vice President of Workforce Planning, Analytics, and Business Intelligence at XtendOps. Greg brings his extensive experience from his previous role at Verizon to delve into the intricate world of workforce management metrics. The focus of their discussion is on the relevance of Service Level Agreements (SLAs) versus Average Speed of Answer (ASA), questioning whether SLAs have become outdated in today's fast-paced contact center environment. Greg begins by defining the fundamental differences between SLAs and ASA, highlighting how each metric impacts overall customer satisfaction. He argues that while SLAs have been the industry standard for years, they often fail to provide a complete picture of customer experience. Irina and Greg explore the practical implications of these metrics, discussing how they affect not only customer satisfaction but also agent performance and company costs. Throughout the episode, Greg emphasizes the importance of a balanced approach to workforce management, where both metrics are used in conjunction with other data points to create a more accurate and comprehensive understanding of contact center performance. He shares insights from his current role at XtendOps, demonstrating how they successfully manage various client needs while maintaining high service standards. This episode is a must-watch for anyone involved in workforce management, offering valuable perspectives on optimizing contact center operations. Don't miss Greg's expert advice on improving both customer and agent experiences through better metric management. Subscribe to our YouTube channel to catch this insightful episode and more: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Show Links:
A Word About Our Sponsors: Do you know what that means? They can relate to your operational environment and support you on your journey to make you, your employees, senior stakeholders, and customers happier. To learn more, follow the link, request a chat, or get in touch with me 👇🏻 https://link.javelincontent.com/Communitywfm_info Thanks for listening. | |||
| Pay Your Real Time Analysts! | Sarah Thompson | 23 Jul 2024 | 00:26:17 | |
In this episode of WFM Unfiltered, Irina Mateeva sits down with the dynamic Sarah Thompson, Senior Planning and Insight Lead at Skipton Building Society, to delve into the often-overlooked role of real-time analysts in workforce management. Sarah, known for her authentic and vibrant presence on LinkedIn, brings a fresh perspective on the crucial role real-time analysts play in maintaining service levels and operational efficiency. Sarah's journey from starting on the phones to becoming a leader in planning and insight is inspiring. She shares her unique experiences and insights, emphasizing the importance of real-time analysts, not as mere button-pushers but as pivotal players who ensure smooth operations and handle crises with agility and confidence. Her candid discussion with Irina covers the skills needed to excel in real-time analysis, the often underappreciated complexity of the role, and why these professionals deserve more recognition and better pay. Listeners will gain a deeper understanding of how real-time analysts are the backbone of contact centers, ensuring everything runs smoothly even in the face of unexpected challenges. Sarah also touches on the symbiotic relationship between real-time teams and other planning functions, highlighting the need for better communication and integration within the workforce management cycle. By the end of this episode, you'll appreciate the critical role of real-time analysts and why they are indispensable to any contact center's success. Don't miss Sarah's valuable insights and practical advice that can transform your approach to workforce management. Subscribe to our YouTube channel to catch this insightful episode and more: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Show Links: RightWFM website: www.rightwfm.com Thanks for listening. | |||
| Roadmap Rants & WFM Realities - Bryan Hamann | 16 Jul 2024 | 00:24:44 | |
Join us for another exciting episode of WFM Unfiltered as we sit down with Bryan Hamann, a seasoned Workforce Management expert with over a decade of experience in optimizing resources and capacity planning. Bryan has worked with notable companies such as Charter Spectrum and Figure Lending, and he brings a wealth of knowledge and a no-nonsense approach to the table. In this episode, we dive deep into the realities of vendor roadmaps in the WFM space. Bryan shares his candid experiences and frustrations with the promises made by vendors and the often lackluster follow-through on those promises. You'll hear firsthand accounts of what it’s like to navigate the world of WFM tools, from initial selection to long-term use. Bryan doesn’t hold back as he discusses the importance of transparency and communication from vendors, and how the lack of these can severely impact the efficiency and satisfaction of WFM professionals. We also touch on the emerging focus on AI in WFM and why Bryan believes vendors should focus on fixing existing issues before chasing the next big thing. Whether you're a WFM professional, a business leader, or just curious about the inner workings of workforce management, this episode is packed with valuable insights and practical advice. Don’t miss this chance to learn from Bryan’s extensive experience and his passionate take on improving the WFM industry. Subscribe to our channel at https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 and join us on July 16th, 2024, at 3 PM UK time to catch the full episode with Bryan Hamann. Show Links:
Thanks for listening. | |||
| Metrics Mayhem: Adherence vs. Conformance - Frank Berlanga | 09 Jul 2024 | 00:28:49 | |
Join us for our outrageous pilot episode of WFM Unfiltered, as we sit down with Frank Berlanga, a seasoned expert in workforce management. In this episode, Frank and I delve into the often misunderstood concepts of adherence and conformance. You'll hear about the real challenges WFM professionals face, the common pitfalls of manipulating metrics, and the true impact of adherence on business operations. Frank's candid insights and provocative opinions are sure to spark a lively discussion among our listeners. We'll explore the differences between adherence and conformance, the importance of accurate data, and why manipulating metrics can do more harm than good. Frank also shares his thoughts on how tolerance can play a crucial role in workforce management, offering practical advice for both WFM professionals and business leaders. Don't miss this chance to learn from one of the best in the field. Subscribe to our channel to stay updated on future episodes and join the conversation. Watch the full episode and discover the surprising truths behind workforce metrics. To stay updated, subscribe to our channel at https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Show Links:
*CommunityWFM* is a tool created by planners for planners. Thanks for listening. | |||
| Show Trailer - Welcome to WFM Unfiltered! | 27 Jun 2024 | 00:01:12 | |
Welcome to WFM Unfiltered! Thanks for listening. | |||
| The Death of WFM Tools | Jimmy Hosang | 08 Jul 2025 | 00:47:36 | |
WFM is dead. At least, that's what Jimmy Hosang thinks - well, the tools, anyway. In this explosive conversation, Jimmy joins Irina on WFM Unfiltered to challenge everything we think we know about workforce management technology. Forget dashboards and legacy software; the AI revolution is already rewriting the rules of contact centre planning, and Jimmy doesn’t hold back. From his unique perspective as a tech entrepreneur with WFM roots, Jimmy exposes how AI isn’t just disrupting processes - it’s replacing them. He talks openly about what planners need to survive in this new world, why most software vendors are selling snake oil, and how humans still have the edge - but only if we evolve. You’ll learn why Excel’s days are finally numbered, what it really means when someone says “AI,” and why most operations teams are sleepwalking into a legal and compliance disaster. Jimmy breaks it down in plain English, and Irina isn’t afraid to push back. They dive into the difference between true automation and fake AI, unpack performance management in the age of machine learning, and share real stories of transformation and turmoil. If you’re in workforce planning, leadership, or on the tech side of CX - this is your wake-up call. Come for the hot takes, stay for the survival strategies. Follow the show to stay ahead of the curve in a rapidly changing industry. Show Links:
Thanks for listening. | |||
| How To evaluate the Performance of the WFM Team | Zakaria Berrada | 01 Jul 2025 | 00:35:56 | |
Why do WFM teams constantly feel like they’re missing the mark—even when the numbers add up? In this episode of WFM Unfiltered, Irina sits down with Zakaria Berrada, the Head of WFM for Global Strategic Accounts at Foundever, who brings over two decades of leadership in planning, forecasting, and operational strategy. His insights aren’t just from the textbook—they’re from the trenches. Zakaria opens up about his career shift from finance into WFM, and why understanding people—not just numbers—is the key to getting it right. From aligning strategy with actual performance, to the silent battles between operations and planning teams, this episode gets under the hood of how most contact centres are set up to fail. If you’ve ever found yourself in a leadership meeting where the finger-pointing starts when the metrics drop, Zakaria’s insights will hit hard. He shares stories of misaligned targets, management teams at war with their own planners, and the kind of small changes that drive long-term success. This isn’t theory—this is real WFM, with real impact. And for those battling burnout from unrealistic expectations, Zakaria offers a new way forward. One where trust becomes the metric that really matters. A must-watch for anyone tired of chasing numbers while ignoring the humans behind them. Subscribe to catch more brutally honest conversations at https://www.youtube.com/@wfmunfiltered?sub_confirmation=1 Show Links:
Thanks for listening. | |||
| Keep It Simple, Stupid for Contact Centers | Charlie Adams | 24 Jun 2025 | 00:32:44 | |
What happens when you strip the buzzwords out of CX and just focus on the people? In this episode of WFM Unfiltered, Irina sits down with Charlie Adams — customer experience director, author of It’s Just People, and a man who’s seen the contact centre industry from the inside out. From smashing AI myths to confronting uncomfortable truths about management and data, this one’s a no-fluff, all-reality masterclass in how not to screw up your customer experience. Charlie’s worked across BPOs, startups, and global operations, and brings a refreshingly simple message: humans matter. Whether it’s how AI is being badly implemented, or how contact centres are sitting on a goldmine of underused data, Charlie pulls no punches. You’ll hear how poor scope creep kills projects, why leadership needs more backbone, and how TikTok unexpectedly made him rethink how leaders connect with their teams. This episode is a must-watch if you’re in CX, workforce planning, contact centre strategy, or just sick of buying shiny tools that don’t deliver. Charlie’s approach is blunt but brilliant — expect uncomfortable truths and unexpected laughs. If you've ever said, “Why isn’t this working?” — this conversation will give you the answers. Watch now and rewire how you think about transformation, leadership, and the real role of humans in an increasingly tech-first industry. Subscribe to catch new episodes weekly at 11am CET: Show Links:
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| Why Does Nobody Listen to The WFM Team? | Jason Bartram | 17 Jun 2025 | 00:36:51 | |
This episode of WFM Unfiltered goes deep into the heart of every planner’s frustration — why no one listens to the WFM team. And to help us unpack that truth, Irina is joined by Jason Bartram, a global workforce planning leader at eBay, with decades of frontline experience in turning chaos into strategy. Jason doesn’t just talk about planning; he talks about what it takes to make it matter. From the importance of defining clear responsibilities to the power of trust-based leadership, he walks through the hidden habits that separate good operations from great ones. He drops truth bombs about the limits of data, the myths around “perfect planning,” and why too many contact centres still run in a constant state of fire-fighting. But this episode isn’t just about problems — it’s full of solutions. Learn how to build influence across silos, use AI without losing your human edge, and drive change that actually sticks. Jason’s perspective is refreshingly direct, disarmingly honest, and deeply rooted in real-world results. For any workforce planner, team lead, or operations leader wondering why their voice isn’t being heard — this is the episode you need. It’s practical. It’s punchy. And it might just shift how you show up at work. Subscribe to catch all episodes: https://www.youtube.com/@WFMUnfiltered?sub_confirmation=1 Show Links:
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| Is Transformation a Bad Thing? | Gregorio Uglioni | 10 Jun 2025 | 00:33:43 | |
Transformation. Everyone talks about it, but very few get it right. In this episode of WFM Unfiltered, Irina sits down with Gregorio Uglioni - also known as the CX Goalkeeper - to dismantle the corporate myths around change, strategy, and customer experience. With a rich background in healthcare transformation and a passion for customer-led innovation, Greg shares war stories from the frontline of business change that’ll make you question everything you think you know about CX and strategy execution. From the fear of change that paralyzes organisations, to the exploding expectations of customers across digital channels, Greg breaks down why transformation is no longer a luxury - it's survival. But don’t worry, this isn't just theory. With over 20 years in the game and experience leading award-winning initiatives, Greg brings receipts. If you've ever seen a beautifully crafted strategy deck crash and burn when it hits the real world - this one’s for you. Irina and Greg take on some sacred cows - like whether layoffs can be a good thing, how AI can (and absolutely cannot) replace human expertise, and why most companies confuse “culture” with “free coffee.” They also dive into the five pillars of transformation, exploring what truly drives sustainable change from the ground up, and what consultants need to bring to the table if they want to add real value - not just buzzwords. You’ll also hear real customer stories, a surprising healthcare transformation success, and a challenge to CX professionals everywhere: simplify, or get left behind. Whether you're a CX lead, WFM pro, or transformation consultant, this conversation will shift how you approach change in your own business. Subscribe for more brutally honest conversations about workforce, strategy, and the future of work: Thanks for listening. | |||