Shows
WFM Unfiltered | Workforce Management PodcastWFM Career - The Sky is the LimitMessage 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 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 hirin...2025-07-2934 minWFM Unfiltered | Workforce Management PodcastAgent Mentorship into WFM - Aaron WojtakMessage 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 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 collab...2025-07-1531 minWFM Unfiltered | Workforce Management PodcastThe Death of WFM Tools | Jimmy HosangMessage 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 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 surviv...2025-07-0847 minWFM Unfiltered | Workforce Management PodcastHow To evaluate the Performance of the WFM Team | Zakaria BerradaMessage 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 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 strat...2025-07-0135 minWFM Unfiltered | Workforce Management PodcastWhy Does Nobody Listen to The WFM Team? | Jason BartramMessage 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 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 operat...2025-06-1736 minWFM Unfiltered | Workforce Management PodcastWhere Should WFM Sit in the Organisational Structure? | WFM UnfilteredMessage 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 industry – from agent to director, and everything in between.Pier breaks down the real-life implications of placing WFM under HR vs Ops – and why neither option may be right. He shares his unique view of W...2025-06-0332 min
Outpost WFM: Project OutCastDiscover how high-performing WFM teams inspire trust and drive success - Leading from the FrontLeave a comment or suggestionCan WFM lead Ops teams to better results — not by force, but by example?In this episode I cover:1. WFM: More Than Just Schedulers.2. Productivity Starts at the Top.3. Want Ops to Stick to the Plan?4. Contact Centre Leadership, Reinvented.Support the show2025-05-2904 minWFM 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 min
Outpost WFM: Project OutCastWFM Analytics: Your Competitive Edge - WFM Analytics in Outbound SalesLeave a comment or suggestionIf you tuned into our last episode where we explored "Applying WFM in Outbound Contact Centres," then you're going to love today’s deep dive — because now we're taking it one step further: what if we could measure and prove the real financial gains of smart WFM Analytics?In this episode I cover:1: The Productivity Sweet Spot.2: The Myth of Headcount Cuts.3: R58,000 Without Spending a Cent.4: WFM Analytics: Your Competitive Edge.Support the show2025-05-2303 min
Outpost WFM: Project OutCastWhy Most Outbound WFM Plans Fail - Getting WFM to work in Outbound Sales TeamsLeave a comment or suggestionIf you’re using agent call volumes to forecast outbound workload… you’re doing it wrong. What you're really forecasting is past 'agent behaviour' and not future 'business demand'. And that’s why your schedules don’t work—and your team ignores them. In this episode I cover:1: The Forecasting Trap2: Why Most Outbound WFM Plans Fail3: WFM Isn’t Just Scheduling4: One Simple Change = 38 Extra Sales a Day5: You Can’t Manage What You Don’t UnderstandSupport the show2025-05-0804 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
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weWFM ShowFrom Timekeeper to Strategic Architect: The Evolution of WFMIn this insightful episode of the WeWFM podcast, host Doug Casterton sits down with Brad Cleveland, founding partner of ICMI and author of "Contact Center Management on Fast Forward." They explore how workforce management has evolved from a basic support function to a strategic differentiator in modern contact centers. Brad shares his four decades of experience working with organizations across 60 countries, explaining how AI is amplifying rather than replacing WFM and why explaining "the why" behind forecasts is crucial for building trust with operational leaders.The conversation delves into practical advice for WFM professionals seeking a seat...2025-04-0523 min
Dojo Talks: A Chess PodcastEP 148 | State of Scholastic Chess with WFM Elizabeth SpiegelWatch Live - https://twitch.tv/chessdojo
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The ChessDojo sensei GM Jesse Kraai and IM David Pruess sit down with WFM Elizabeth Speigel and talk about the state of scholastic chess in today's episode of Dojo Talks, the ChessDojo podcast.
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Find all of our chess book & supplies...2025-04-0151 min
Outpost WFM: Project OutCastAbsence Insights from WFMLeave a comment or suggestionCan WFM provide more usable insights into absence trends?Yes, provided there is collaboration with HR. Using the reason codes for the absence, together with the numbers, the WFM team can drill down further into better understanding the fluctuations in the absence percentage.Instead of planning for a flat shrinkage, with a flat absence percent, here are some ways we can be creative with the data from HR, to improve how WFM supports the business in controlling this metric. Support the show2025-03-2511 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 PodcastThe Rift between WFM and Team Leads | Martin TeasdaleMessage 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 in the industry, Martin has dedicated his career to supporting and elevating team leaders, and today, he’s here to expose the root cau...2025-03-1858 minWFM Unfiltered | Workforce Management PodcastWFM Trends | Jim SimmonsMessage 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 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 ar...2025-03-1130 minWFM Unfiltered | Workforce Management PodcastThere's no WFM without Capacity Planning | Eric BainbridgeMessage 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 planning wrong?🎯 What’s the real impact of bad planning on business outcomes?🎯 And how can YOU take control of foreca...2025-03-0637 min
Outpost WFM: Project OutCastDear CEOs and BPO Clients - Welcome to Project OutCast - An Outpost WFM ProductionLeave a comment or suggestionWFM isn’t just about forecast and schedules, it’s become an actual business strategy that can be used in almost any industry.In this episode I introduce the show, inviting business leaders, operational managers, CEOs and WFM professionals to follow and subscribe as I put my two decades of experience across both BPO and Captive environments into a show that’s designed to reveal the true power of Strategic Workforce Planning. Support the show2025-02-1801 minWFM Unfiltered | Workforce Management PodcastWFM: 'Admin' or Strategic Role? | Corey SewpersadMessage 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.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 re...2025-02-1132 min
The Chess ExperienceNigerian Star Uses Chess to Improve Others’ Lives & Her Own w/ WFM Perpetual Ogbiyoyo115 She learned the game at 19. The next year she became a titled player with an 1800+ FIDE rating. Then, several years later, WFM Perpetual Ogbiyoyo founded an organization to spread chess to girls and women throughout Nigeria. Now, she’s expanded her connection to the chess world by moving to New York City. In this episode, we talk about her incredible journey, including: How she rose from complete beginner to Woman FIDE Master in one year.A window into the culture and community of chess in Nigeria.Why she created the organization Promoting Queens and its mission to empower girl...2025-02-0440 min
Get Out of Wrap - Contact Centre Chat#214 Florian Garnier of Calabrio flying high with WFM🚀 Workforce Management on Autopilot: The Future of Contact Centres ✈️
Imagine flying a plane without autopilot. Every adjustment, every course correction—done manually. It would be exhausting, inefficient, and prone to errors.
Now, apply that to workforce management (WFM). Contact centre leaders often juggle endless schedules, service levels, and agent engagement strategies, but what if AI and automation could handle the heavy lifting?
In the latest Get Out of Wrap episode, I had the pleasure of speaking with Florian Garnier from Calabrio, who brought a brilliant aviation analogy to WFM. Just like pilots use autopilot t...2025-01-3133 minWFM Unfiltered | Workforce Management PodcastForecasts and WFM Tools | Doug CastertonMessage 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 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...2025-01-1431 min
WBSRocks: Business Growth with Enterprise Software and Digital TransformationWBSP656: Grow Your Business by Understanding Infor WFM’s Capabilities, an Objective Panel DiscussionSend us a textThe landscape of Human Capital Management (HCM) solutions is diverse, and while many offerings may appear similar at first glance, their capabilities can vary significantly, particularly in Workforce Management (WFM). Industries often face unique HCM challenges, with compliance and scheduling standing out as critical yet complex needs. Traditional WFM leaders, such as Dayforce, have expanded into full-fledged HCM platforms, leveraging acquisitions to enhance their offerings. Meanwhile, Infor differentiates itself by seamlessly integrating HCM into its ERP ecosystem, providing organizations with a unified and comprehensive suite that aligns workforce management with broader enterprise operations.2024-12-1853 minWFM Unfiltered | Workforce Management PodcastWhat 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 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’...2024-12-1739 minWFM Unfiltered | Workforce Management PodcastWFM Tools Magic or Sh*T Wrapped like Candy | Phil BaconMessage 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 know the products they’re pushing? Phil argues that many marketing teams are selling fantasies rather than features, spinning tools as miracle solutions while sidesteppi...2024-12-1040 minweWFM ShowData Integration for Enhanced Decision-Making in WFMIn this episode, we will uncover the pivotal role of data integration in driving informed decision-making within Workforce Management (WFM).Discuss the importance of seamless system integration, real-time data analytics, and data modelling in optimising resource allocation and operational efficiency.From integrating disparate systems to leveraging comprehensive data insights, learn how WFM professionals can harness the power of data to achieve strategic objectives and enhance organisational performance.This episode is sponsored by injixo, please visit the link for more information https://www.wewfm.com/sponsor-injixo2024-12-0530 minWFM Unfiltered | Workforce Management PodcastSoft Skills in WFM | Mike AokiMessage 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 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...2024-12-0342 minWFM Unfiltered | Workforce Management PodcastWFM Vendor Marketing: The Truth Behind the Fluff | Kim SektnanMessage 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. 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....2024-11-2635 minWFM Unfiltered | Workforce Management PodcastWFM Imposter Syndrome | Loz BeckMessage 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 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 emotio...2024-10-0841 min
RPI Tech ConnectWFM in the Public Sector: Impact, Use Cases, and Leading PracticesSend us a textManaging diverse workforces in the public sector comes with a unique set of challenges—ranging from handling complex employee schedules and roles to ensuring compliance with labor laws, union agreements, and overtime rules. In this episode of RPI Tech Connect, we're taking a closer look at how Workforce Management (WFM) solutions can tackle these issues by streamlining scheduling, improving productivity, and enhancing employee engagement. Join RPI’s Senior WFM Director, Randy Ellsworth, as he offers insight into the critical impact of WFM, share real-world use cases, and discuss best practi...2024-10-0828 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 min
The Wilmac WireThe Wilmac Wire Ep15: ZEN-RP's Chris Ward and Wilmac's Charlie Snedden on WFM Across IndustriesIn the latest episode of The Wilmac Wire, Chris Ward and Charlie Snedden dive deep into the world of Workforce Management. They discuss their extensive experience in the industry, the evolution of WFM across different sectors, and the role of artificial intelligence in shaping its future. From managing emergency services to tackling complex scheduling challenges, Chris and Charlie provide valuable insights for anyone looking to enhance their WFM strategies.Chris Ward on LinkedIn: https://www.linkedin.com/in/chris-ward-65710413/Charlie Snedden on LinkedIn: https://www.linkedin.com/in/charliesnedden/The Wilmac Wire on our...2024-09-0520 min