최고 Workforce Management 팟캐스트 (2025)

1
Beyond the Badge: Balancing Security, Compliance, and Culture in Finance 30:49

1M ago30:49

30:49

In this episode, host Matthew Lewis, Director of Product Marketing, is joined by Don Campbell, Senior Director of Product Management, and Scott Galvin, Pre-Sales Senior Solutions Architect, for a deep dive into the evolving landscape of physical security in financial services. Together, the trio explores: Insider threat types and how to detect them…

1
Through The Lens of Vendors - Greg Reffner 28:34

2M ago28:34

28:34

Message the show! 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, Greg shares war stories that will make you rethink everything you thought you knew abou…

1
How to Lead Without Faking It: WFM, Coaching & Confidence - Danny Green 34:13

2M ago34:13

34:13

Message the show! 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 start with a polished plan. It started in the trenches, facing real problems and learning from ha…

1
WFM Career - The Sky is the Limit 34:10

2M ago34:10

34:10

Message 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 …

1
Doing Outbound Right - Garry Gormley 35:46

2M ago35:46

35:46

Message the show! 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 organisations do it so badly, and what leadership really means in the contact centre tr…

1
Agent Mentorship into WFM - Aaron Wojtak 31:39

3M ago31:39

31:39

Message 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 th…

1
The Death of WFM Tools | Jimmy Hosang 47:36

3M ago47:36

47:36

Message 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 cen…

1
How To evaluate the Performance of the WFM Team | Zakaria Berrada 35:56

3M ago35:56

35:56

Message 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…

1
IAHSS AC&E 2025 Debrief + Caring For Caregivers Discussion 21:03

3M ago21:03

21:03

Join us for another episode with Matthew Lewis, Director of Product Marketing, IAMS and guests Rachel Nolan Sales Director, Healthcare and Scott Galvin Pre‑Sales Senior Solutions Architect to unpack all the highlights from the recent IAHSS AC&E show. Rachel and Scott share their biggest takeaways from the conference, spotlight key trends impacting …

1
Keep It Simple, Stupid for Contact Centers | Charlie Adams 32:44

3M ago32:44

32:44

Message the show! 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 the contact centre industry from the inside out. From smashing AI myths to confronting uncomfortabl…

1
Why Does Nobody Listen to The WFM Team? | Jason Bartram 36:51

3M ago36:51

36:51

Message 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 ab…

1
PIAM - Strategies to Manage Identities Access within various systems 6:31

4M ago6:31

6:31

PIAM - Strategies to Manage Identities Access within various systems. Matthew Lewis Director of Product Marketing at HID IAMS and Donald Campbell, Senior Director of Product Management at HID Global discuss strategies to manage identities within various systems to enhance and optimize security procedures for workforce.…

1
Is Transformation a Bad Thing? | Gregorio Uglioni 33:43

4M ago33:43

33:43

Message the show! 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, strategy, and customer experience. With a rich background in healthcare transformation and a passion for cu…

1
Where Should WFM Sit in the Organisational Structure? | WFM Unfiltered 32:05

4M ago32:05

32:05

Message 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 l…

1
Why WFM Hiring is Failing Talented People 33:01

4M ago33:01

33:01

Message 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. Ex…

1
Handling Budget Pushback: A Guide for WFM and CX Leaders 25:22

5M ago25:22

25:22

Message 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 …

1
Are Product Managers The Enemy? | Rich O'Farrell 1:03:02

5M ago1:03:02

1:03:02

Message the show! 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 the enemy? From call centre agent to the head of WFM product strategy at Verint, Rich has seen …

1
Implementations S*ck | Adam Saad 34:58

5M ago34:58

34:58

Message the show! 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 Scaling Out Loud podcast—to dismantle the illusion of smooth software implementations. From toxic vendor …

1
Are BPOs Worth It? | Dan Piper 42:10

6M ago42:10

42:10

Message the show! 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 in today’s contact centre chaos. Dan’s 20-year career in operations and BPOs—from team m…

1
What does the Law say about AI | John Walter 43:41

6M ago43:41

43:41

Message the show! 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 between artificial intelligence and legal boundaries in the contact center space. From transitioning…

1
Working From Home... Or Not? | Adrian Hawes 34:23

6M ago34:23

34:23

Message the show! 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 of remote work in the contact center industry. Is working from home still the productivity dream we thou…

1
The Rift between WFM and Team Leads | Martin Teasdale 58:29

6M ago58:29

58:29

Message 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, …

1
WFM Trends | Jim Simmons 30:10

7M ago30:10

30:10

Message 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…

1
There's no WFM without Capacity Planning | Eric Bainbridge 37:19

7M ago37:19

37:19

Message 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…

1
Cost Vs Value - Rick Denton 33:43

7M ago33:43

33:43

Message the show! 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 most controversial topics in contact centers: Is customer service a cost or a value driver? With decades…

1
WFM: 'Admin' or Strategic Role? | Corey Sewpersad 32:28

8M ago32:28

32:28

Message 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 play…

1
Value in Mistakes | Anthony Brady 40:00

8M ago40:00

40:00

Message the show! 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 management. Anthony’s career spans influential roles at eBay, PayPal, Dublin Airport, and…

1
Getting Past the Recruiters 42:45

8M ago42:45

42:45

Message the show! 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 with ATS filters or a hiring manager struggling to find the right talent, this episode is …

1
Forecasts and WFM Tools | Doug Casterton 31:26

9M ago31:26

31:26

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 passio…

1
What The Heck does Senior Leadership Want from WFM? 39:39

10M ago39:39

39:39

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 Yu…

1
WFM Tools Magic or Sh*T Wrapped like Candy | Phil Bacon 40:44

10M ago40:44

40:44

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 twis…

1
Soft Skills in WFM | Mike Aoki 42:45

10M ago42:45

42:45

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 ind…

1
WFM Vendor Marketing: The Truth Behind the Fluff | Kim Sektnan 35:29

10M ago35:29

35:29

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 d…

1
Life Happens Outside of the Contact Center | Ilija Krstevski 25:25

10M ago25:25

25:25

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, servi…

1
Starting From Scratch | Arlyne Pardo 33:35

11M ago33:35

33:35

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 …

1
Processes Are Everything | John Phillips 26:37

11M ago26:37

26:37

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…

1
Your QM Messes My Staffing | Rob Dwyer 34:03

11M ago34:03

34:03

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…

1
The Takeover Edition! 35:48

11M ago35:48

35:48

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 thou…

1
Your data might be Sh*T | Antoine Borg 32:22

11M ago32:22

32:22

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 h…

1
Agents wishes vs Customer Demand | Dan Smitley 37:05

12M ago37:05

37:05

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…

1
WFM Imposter Syndrome | Loz Beck 41:48

12M ago41:48

41:48

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 d…

1
Securing Compliance: The Intersection of Access Control, Financial Integrity, and Digital Identity Management 20:15

12M ago20:15

20:15

What if the integrity of your financial reports hinged on controlling physical access to your office? Discover how managing physical and digital identities is crucial for compliance in sectors like finance and aviation. We reveal why stringent processes for issuing credentials and continuous monitoring are fundamental in aviation and discuss the ro…

1
Capacity Planning and Handling Pushback from Senior Stakeholders | Adriana Olteanu 25:22

12M ago25:22

25:22

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 i…

1
Rant about “experts”, “certificates”, “recruitment” and more | Marianne Withers 15:47

1y ago15:47

15:47

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 experie…

1
Securing Your Organization: Advancing Physical Identity and Access Management 17:49

1y ago17:49

17:49

Can managing the physical identities of non-employees be the linchpin to your organization's security? Join us for a deep dive into the world of Physical Identity and Access Management (PIM) where Don Campbell, Head of Product at HID Global, provides expert insights. This episode uncovers the complexities of visitor management, from handling one-ti…

1
When HR is in the way of WFM | Marianne Withers 42:32

1y ago42:32

42:32

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 …

1
Empathy is not for WFM teams | Dimitri Van De Ginste 30:22

1y ago30:22

30:22

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 …

1
Enhancing Healthcare Security: Effective measures for improved patient experience and safety 11:47

1y ago11:47

11:47

Can effective healthcare security truly enhance the patient experience? Join us as we sit down with Craig Crosby, Vice President of Public Safety for Baylor Scott and White Health, to uncover how physical security measures are not just about safety but also pivotal in shaping a stress-free patient journey. Craig delves into practical strategies lik…

1
The Power of Change Management | Jenn Jones 25:11

1y ago25:11

25:11

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 pharmac…

1
Part 2 - Mental Health in Contact Centers, WFM teams and more with Craig Fearn 27:21

1y ago27:21

27:21

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 t…

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