Shows
WFM Unfiltered | Workforce Management PodcastWhy WFM Hiring is Failing Talented PeopleMessage 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 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 episo...2025-05-2733 minWFM Unfiltered | Workforce Management PodcastHandling Budget Pushback: A Guide for WFM and CX LeadersMessage 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 battle WFM professionals face when senior leadership won’t listen. From building a bulletproof capacity plan to translating data into decisions that drive the bu...2025-05-0625 min
Business Transformation Pitch with The CX GoalkeeperWorkforce Management in the Digital AgeThis episode is a goldmine for leaders, CX professionals, and anyone working in contact centers. Irina Hollatz, workforce management (WFM) expert and podcast host of “WFM Unfiltered,” shares powerful insights on how workforce management impacts customer satisfaction, how AI can support—not replace—humans, and why empathy and process are key to digital transformation. This is a must-listen for anyone who wants to deliver exceptional service in the digital age. About the Guest a few words from Irina: My entire career has been in WFM. I have performed all the operational roles in the WFM...2025-05-0523 min
CX PassportThe one with WFM - Irina Mateeva E209What's on your mind? Let CX Passport know...🎤🎞️“The one with WFM” with Irina Mateeva in CX Passport Episode 209🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Irina Mateeva2:07 Why workforce management is crucial for CX4:56 How WFM impacts both customers and employees7:34 The connection between WFM and employee burnout10:20 What companies get wrong about workforce management12:13 Customer experience in Bulgaria14:57 First Class Lounge: Travel, food, and unexpected favorites18:37 How Irina found her way into workforce management...2025-03-2525 minWFM Unfiltered | Workforce Management PodcastCapacity Planning and Handling Pushback from Senior Stakeholders | Adriana OlteanuMessage 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 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...2024-10-0125 minWFM Unfiltered | Workforce Management PodcastRant about “experts”, “certificates”, “recruitment” and more | Marianne WithersMessage 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 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 walk...2024-09-2415 minWFM Unfiltered | Workforce Management PodcastWhen HR is in the way of WFM | Marianne WithersMessage 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 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 bu...2024-09-1742 minWFM Unfiltered | Workforce Management PodcastPay Your Real Time Analysts! | Sarah ThompsonMessage 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 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...2024-07-2326 min
MarketPulse: Pros & PioneersAvoiding Content Pitfalls | Episode 4 - Irina Mateeva | Marketpulse PodcastEnjoying the Show? Share Your Experience!Dive into the heart of workforce management with our latest MarketPulse episode, featuring the remarkable journey of Irina Mateeva, a practicing consultant. This episode peels back the layers of traditional workforce management, revealing the untapped potential within organizations, regardless of their size. Discover how embracing chaos can lead to groundbreaking solutions, the importance of hands-on consulting, and why investing in expertise pays off in the long run. Join us as we explore the balance between offering free advice and establishing value-driven relationships, all while navigating the broad la...2024-04-0328 min
MarketPulse: Pros & PioneersAvoiding Content Pitfalls | Episode 4 TRAILER - Irina Mateeva | Marketpulse PodcastEnjoying the Show? Share Your Experience!🚀 New Episode Alert! 🚀 Join us on MarketPulse: Pros and Pioneers this coming 3rd April at 15:00 UK GMT for an enlightening session with Irina Mateeva. We're unpacking the complexities of workforce management like never before.Expect to uncover:Innovative strategies to embrace and navigate through business chaos.A comprehensive dive into the true essence of workforce management, beyond the conventional understanding.Insights into forging genuine, impactful connections in the professional world.Don't miss out on this value-packed episode. Subscribe now through your preferred podcast directories or our YouTube channe...2024-03-2901 min
weWFM ShowChaos to Clarity: Navigating Workforce ChallengesJoin us for a compelling episode with a Workforce Management expert Irina Mateeva, Founder of RightWFM. Irina discusses her global journey in transforming WFM chaos into efficient, people-centric operations. She shares insights on addressing workforce management challenges, optimizing resources, and balancing operational efficiency with employee well-being. This episode is essential for anyone in workforce planning, offering practical solutions for today's challenging business environments.2024-01-3032 min
Next in QueueSeriously Understaffed featuring Irina MateevaNot every situation calls for the whole team. But even the likes of Black Widow (Natasha Romanoff) and Iron Man (Tony Stark) feel it when there aren’t enough of them to handle the job, like in this scene from 2016’s Captain America: Civil War.
Staffing plans are important for all kinds of businesses, including, apparently, the superhero business. But in the contact center world, instead of super-soldiers, Nazis, and politicians to worry about, Workforce Management professionals must deal with call arrival patterns, average handle times, shrinkage, and so much more to ensure that customer interactions are hand...2023-10-2746 min