WFM Unfiltered | Workforce Management Podcast
Welcome to WFM Unfiltered
Real conversations. Practical insights. Smarter workforce strategies.
If you're responsible for workforce management, operations, or service delivery, and it feels like performance, planning, and people management are all happening under pressure — you're in the right place.
WFM Unfiltered is the go-to podcast for operations leaders, contact center professionals, and senior executives who want fresh thinking and real-world solutions. Hosted by Irina Mateeva, a globally respected WFM consultant and transformation expert, each episode dives into the operational challenges leaders face and offers grounded, experience-driven insights that actually move the needle.
Expect meaningful conversations with industry leaders, strategic perspectives on WFM technology, employee experience, and resource optimization, and stories from the field that will resonate whether you're leading a small team or scaling global operations.
This isn’t your typical industry podcast. It’s sharp, insightful, and refreshingly human. No buzzwords. No sales pitches. Just 30 minutes of value-packed dialogue designed to support performance improvement and empower better decisions.
New episodes weekly. Subscribe now and stay ahead of the curve in workforce management.
For consulting, coaching, or custom WFM solutions, visit www.rightwfm.com or contact Irina directly at Irina@rightwfm.com.
#wfm #workforcemanagement #wfmpodcast
Episodes
50 episodes
Through The Lens of Vendors - Greg Reffner
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,...
How to Lead Without Faking It: WFM, Coaching & Confidence - Danny Green
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 ...
WFM Career - The Sky is the Limit
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 thin...
Doing Outbound Right - Garry Gormley
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...
Agent Mentorship into WFM - Aaron Wojtak
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 ro...
The Death of WFM Tools | Jimmy Hosang
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 dashboa...
How To evaluate the Performance of the WFM Team | Zakaria Berrada
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 tw...
Keep It Simple, Stupid for Contact Centers | Charlie Adams
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 th...
Why Does Nobody Listen to The WFM Team? | Jason Bartram
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 de...
Is Transformation a Bad Thing? | Gregorio Uglioni
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, strateg...
Where Should WFM Sit in the Organisational Structure? | WFM Unfiltered
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 ...
Why WFM Hiring is Failing Talented People
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 pro...
Handling Budget Pushback: A Guide for WFM and CX Leaders
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 ...
Are Product Managers The Enemy? | Rich O'Farrell
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 t...
Implementations S*ck | Adam Saad
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 Sc...
Are BPOs Worth It? | Dan Piper
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 ...
What does the Law say about AI | John Walter
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 bet...
Working From Home... Or Not? | Adrian Hawes
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...
The Rift between WFM and Team Leads | Martin Teasdale
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 ...
WFM Trends | Jim Simmons
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 decad...
There's no WFM without Capacity Planning | Eric Bainbridge
🚀 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 Ba...
Cost Vs Value - Rick Denton
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 m...
WFM: 'Admin' or Strategic Role? | Corey Sewpersad
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 imp...
Value in Mistakes | Anthony Brady
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 m...
Getting Past the Recruiters
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 wi...