WFM Unfiltered | Workforce Management Podcast
WFM Unfiltered is a podcast about workforce management, operations, and service delivery for contact center professionals and senior operations leaders. Hosted by Irina Mateeva, a WFM consultant and transformation expert, each episode explores the practical challenges leaders face in planning, performance, and people management. Episodes feature conversations with industry leaders and grounded perspectives on WFM technology, employee experience, and resource optimization. The show aims to offer sharp, jargon-free, experience-driven insights in roughly 30 minutes per episode.
Episodes
Through The Lens of Vendors - Greg Reffner
Message the show!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
How to Lead Without Faking It: WFM, Coaching & Confidence - Danny Green
Message the show!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 gl
WFM Career - The Sky is the Limit
Message the show!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 ris
Doing Outbound Right - Garry Gormley
Message the show!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 spa
Agent Mentorship into WFM - Aaron Wojtak
Message the show!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 fluffThis ep
The Death of WFM Tools | Jimmy Hosang
Message the show!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
How To evaluate the Performance of the WFM Team | Zakaria Berrada
Message the show!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 tre
Keep It Simple, Stupid for Contact Centers | Charlie Adams
Message the show!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
Why Does Nobody Listen to The WFM Team? | Jason Bartram
Message the show!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 i
Is Transformation a Bad Thing? | Gregorio Uglioni
Message the show!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
Where Should WFM Sit in the Organisational Structure? | WFM Unfiltered
Message the show!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 i
Why WFM Hiring is Failing Talented People
Message the show!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
Handling Budget Pushback: A Guide for WFM and CX Leaders
Message the show!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
Are Product Managers The Enemy? | Rich O'Farrell
Message the show!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 th
Implementations S*ck | Adam Saad
Message the show!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
Are BPOs Worth It? | Dan Piper
Message the show!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.Dan’s 20-year career in operations and BPOs—from team manager to Global VP of Continuous Improvement—makes
What does the Law say about AI | John Walter
Message the show!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 sup
Working From Home... Or Not? | Adrian Hawes
Message the show!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
The Rift between WFM and Team Leads | Martin Teasdale
Message the show!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
WFM Trends | Jim Simmons
Message the show!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 s
There's no WFM without Capacity Planning | Eric Bainbridge
Message the show!🚀 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 plannin
Cost Vs Value - Rick Denton
Message the show!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 ad
WFM: 'Admin' or Strategic Role? | Corey Sewpersad
Message the show!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.C
Value in Mistakes | Anthony Brady
Message the show!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
Getting Past the Recruiters
Message the show!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 stra
Forecasts and WFM Tools | Doug Casterton
Message the show!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 ep
What The Heck does Senior Leadership Want from WFM?
Message the show!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 helpfu
WFM Tools Magic or Sh*T Wrapped like Candy | Phil Bacon
Message the show!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
Soft Skills in WFM | Mike Aoki
Message the show!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 expe
WFM Vendor Marketing: The Truth Behind the Fluff | Kim Sektnan
Message the show!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
Life Happens Outside of the Contact Center | Ilija Krstevski
Message the show!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 conversati
Starting From Scratch | Arlyne Pardo
Message the show!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 e
Processes Are Everything | John Phillips
Message the show!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
Your QM Messes My Staffing | Rob Dwyer
Message the show!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 se
The Takeover Edition!
Message the show!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 r
Your data might be Sh*T | Antoine Borg
Message the show!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 u
Agents wishes vs Customer Demand | Dan Smitley
Message the show!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 Imposter Syndrome | Loz Beck
Message the show!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 gend
Capacity Planning and Handling Pushback from Senior Stakeholders | Adriana Olteanu
Message the show!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 plannin
Rant about “experts”, “certificates”, “recruitment” and more | Marianne Withers
Message the show!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
When HR is in the way of WFM | Marianne Withers
Message the show!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 se
Empathy is not for WFM teams | Dimitri Van De Ginste
Message the show!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 viewpoin
The Power of Change Management | Jenn Jones
Message the show!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
Part 2 - Mental Health in Contact Centers, WFM teams and more with Craig Fearn
Message the show!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 heal
Mental Health in Contact Centers, WFM teams and more with Craig Fearn
Message the show!🚀 The latest episode of WFM Unfiltered is live, featuring the amazing Craig Fearn!Craig and I delve intothe 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 ep
SLA vs ASA (Is SLA a Dead Metric?)
Message the show!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) v
Pay Your Real Time Analysts! | Sarah Thompson
Message the show!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 mai
Roadmap Rants & WFM Realities - Bryan Hamann
Message the show!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 episod
Metrics Mayhem: Adherence vs. Conformance - Frank Berlanga
Message the show!Join us for our outrageous pilot episode of WFM Unfiltered, as we sit down with Frank Berlanga, a seasoned expert in workforce management. With nearly a decade of experience in the field, Frank brings a wealth of knowledge and a touch of humour to our discussion. From his beginnings as an intraday analyst to his current role as Senior Manager of Global WFM at Deliveroo, Frank has
Show Trailer - Welcome to WFM Unfiltered!
Message the show!Welcome to WFM Unfiltered!This is the podcast where we spill the beans on everything happening behind the scenes in workforce management.If you’ve ever felt like no one’s listening to your thoughts and frustrations about WFM, this is your new favorite spot.Every week, I’ll chat with awesome guests who know a thing or two about managing workforces.We’ll laugh, we might rant, and ye
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