WFM Unfiltered | Workforce Management Podcast

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...

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 hel...

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 ev...

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 exp...

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 kn...

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 conversat...

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...

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 findin...

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 s...

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...

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” provide...

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...

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 ge...

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 planni...

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...

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 s...

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 viewpoi...

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...

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 he...

Message the show! 🚀 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 fu...

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)...

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 ma...

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 epis...

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 ha...

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, a...