WFM Unfiltered
Hey there! I’m Irina, and 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 yes, there could be some cursing (just a bit!).
We're going to talk about the latest tech, share funny stories, give real advice, and tackle the stuff no one else dares to touch.
This isn’t your typical, boring industry podcast. We keep things fun, real, and a bit disruptive. It’s like having a chat with friends who get what you’re going through.
So, whether you’re in charge of a WFM team or just curious about what goes on behind the scenes, join us every week for 30 minutes of unfiltered fun and insights.
Subscribe to the show here or on YouTube, follow me on LinkedIn, and if you’re interested in sponsoring or learning more about our sponsors, get in touch!
Welcome to WFM Unfiltered – let’s get real about workforce management together!
Episodes
31 episodes
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...
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Season 1
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Episode 30
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30:10
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...
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Season 1
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Episode 29
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37:19
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...
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Season 1
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Episode 28
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33:43
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...
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Season 1
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Episode 27
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32:28
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...
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Season 1
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Episode 26
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40:00
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...
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Season 1
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Episode 25
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42:45
Forecasts and WFM Tools | Doug Casterton
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 o...
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Season 1
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Episode 24
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31:26
What The Heck does Senior Leadership Want from WFM?
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 execu...
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Season 1
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Episode 23
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39:39
WFM Tools Magic or Sh*T Wrapped like Candy | Phil Bacon
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 ...
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Season 1
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Episode 22
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40:44
Soft Skills in WFM | Mike Aoki
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 s...
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Season 1
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Episode 21
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42:45
WFM Vendor Marketing: The Truth Behind the Fluff | Kim Sektnan
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 b...
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Season 1
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Episode 20
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35:29
Life Happens Outside of the Contact Center | Ilija Krstevski
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, Ili...
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Season 1
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Episode 19
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25:25
Starting From Scratch | Arlyne Pardo
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 emb...
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Season 1
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Episode 18
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33:35
Processes Are Everything | John Phillips
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 a...
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Season 1
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Episode 17
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26:37
Your QM Messes My Staffing | Rob Dwyer
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-f...
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Season 1
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Episode 16
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34:03
The Takeover Edition!
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—fro...
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Season 1
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Episode 15
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35:48
Your data might be Sh*T | Antoine Borg
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), ...
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Season 1
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Episode 14
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32:22
Agents wishes vs Customer Demand | Dan Smitley
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 Smit...
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Season 1
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Episode 13
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37:05
WFM Imposter Syndrome | Loz Beck
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...
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Season 1
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Episode 12
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41:48
Capacity Planning and Handling Pushback from Senior Stakeholders | Adriana Olteanu
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 serv...
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Season 1
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Episode 11
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25:22
Rant about “experts”, “certificates”, “recruitment” and more | Marianne Withers
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 ...
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Season 1
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Episode 10
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15:47
When HR is in the way of WFM | Marianne Withers
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...
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Season 1
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Episode 9
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42:32
Empathy is not for WFM teams | Dimitri Van De Ginste
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 s...
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Season 1
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Episode 8
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30:22
The Power of Change Management | Jenn Jones
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 ...
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Season 1
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Episode 7
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25:11
Part 2 - Mental Health in Contact Centers, WFM teams and more with Craig Fearn
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...
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Season 1
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Episode 6
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27:21