WFM Unfiltered | Workforce Management Podcast

• Through The Lens of Vendors - Greg Reffner

  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 about vendor partnerships. If you've ever sat in a meeting nodding along while a vendor promises the moon, this episode will hit uncomfortably close to home - in the best way.From the red flags customers ignore (until it’s too late), to the uncomfortable truths vendors are too scared to say out loud, this episode dives into the cracks where broken implementations, failed partnerships, and buyer’s remorse hide. Greg doesn’t just talk about the problems—he pulls them apart. You'll hear about the RFP disaster that nearly derailed a government deal, how loyalty in vendor relationships is more myth than reality, and why change management often fails before it even begins.Irina and Greg also get into the people side of tech delivery—exploring how the wrong team structure can sabotage your success and what it actually means to be “data-driven” in people management. There’s plenty here for WFM leaders, CX heads, procurement pros, and anyone responsible for transformation initiatives to take away—and a few reality checks for vendors too.This is an honest, challenging, and incredibly insightful episode that will arm you with the kind of real-world knowledge that doesn't come from polished case studies or sales decks.Subscribe to the channel so you don’t miss episodes like this: https://www.youtube.com/@WFMUnfiltered?sub_confirmation=1Show Links:RightWFM website: www.rightwfm.comEmail: [email protected] email: [email protected] Directory listings: www.wfmunfiltered.buzzsprout.com/shareYouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1 Support the showThanks for listening.If you'd like to contact me about the show, you can email me HERE. If you have questions about working with me on WFM projects and Consulting, you can find The RightWFM website HERE. Please remember to subscribe and leave a review of you've enjoyed the show!

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• How to Lead Without Faking It: WFM, Coaching & Confidence - Danny Green

  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 hard-won experience.From sales floors to 24/7 global operations, Danny’s journey is packed with insights that challenge how we think about leadership, coaching, and personal growth. He shares the awkward truth about interview anxiety, the evolution of recruiting processes, and what truly builds leadership credibility (spoiler: it’s not a shiny title).We dive deep into how Danny’s approach to authentic leadership has helped teams navigate time constraints, coaching gaps, and performance pressures—while still keeping work-life balance a non-negotiable. His perspective on listening, trust-building, and skills development makes this episode a masterclass in leading with impact, without the ego.If you’ve ever felt like you needed to “fake it” to lead effectively—this one’s for you. Because as Danny proves, the most powerful leaders are the ones who show up as themselves.Subscribe to never miss an episode: www.youtube.com/@WFMUnfiltered?sub_confirmation=1 RightWFM website: www.rightwfm.comEmail: [email protected] email: [email protected] Directory listings: www.wfmunfiltered.buzzsprout.com/shareYouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1 Thanks for listening.If you'd like to contact me about the show, you can email me HERE. If you have questions about working with me on WFM projects and Consulting, you can find The RightWFM website HERE. Please remember to subscribe and leave a review of you've enjoyed the show!

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• WFM Career - The Sky is the Limit

  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 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 hiring on its head, Nenad has made a habit of challenging norms—and winning. But he doesn’t just break the rules. He builds new frameworks for success. Whether it's about leveraging data for CX insights, pushing back on outdated cultural norms, or owning a tech platform without a tech background, he brings a fresh, fearless perspective to every conversation.This isn’t just career advice. It’s a blueprint for leading with courage, embracing discomfort, and unlocking your own untapped potential. Irina and Nenad dig into the mental models and decisions that shaped his path—and reveal how YOU can use the same strategies to level up in WFM, leadership, and life.Whether you're in ops, tech, CX, or planning, this is the episode you didn't know you needed. Watch until the end for some of the most actionable, honest advice on career progression and strategic networking you’ll hear this year.Subscribe for more episodes that challenge the status quo and share real, unfiltered industry truths: https://www.youtube.com/@WFMUnfiltered?sub_confirmation=1Show Links:RightWFM website: www.rightwfm.comEmail: [email protected] email: [email protected] Directory: www.wfmunfiltered.buzzsprout.com/shareYouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1 Thanks for listening.If you'd like to contact me about the show, you can email me HERE. If you have questions about working with me on WFM projects and Consulting, you can find The RightWFM website HERE. Please remember to subscribe and leave a review of you've enjoyed the show!

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• Doing Outbound Right - Garry Gormley

  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 trenches.Garry doesn’t hold back. With experience spanning thousands of calls, teams, and metrics, he pulls the curtain back on the sales strategies that work - and the ones that quietly tank performance. You’ll hear how big brands are still clinging to broken models, forcing inbound agents to fail at outbound, and relying on metrics that mean nothing to customers or teams.From resource planning sins to the uncomfortable truths about agent burnout, this episode takes no prisoners. Irina and Garry debate the 40-hour workweek, dig into the myths of blended models, and expose how bad data is killing your sales funnel from the inside.But it’s not just a takedown - it’s a how-to. You’ll walk away with a blueprint for real change: smarter planning, sharper customer targeting, and a more human contact centre culture. Whether you run a team, lead a sales strategy, or just want to get your agents off the hamster wheel, you’ll want to hear this one.Subscribe for more uncensored truth at www.youtube.com/@WFMUnfiltered?sub_confirmation=1Show Links:RightWFM website: www.rightwfm.comEmail: [email protected] email: [email protected] Directory listings: www.wfmunfiltered.buzzsprout.com/shareYouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1  Thanks for listening.If you'd like to contact me about the show, you can email me HERE. If you have questions about working with me on WFM projects and Consulting, you can find The RightWFM website HERE. Please remember to subscribe and leave a review of you've enjoyed the show!

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• Agent Mentorship into WFM - Aaron Wojtak

  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 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 collaborative approach. It’s not about policing agents or pushing dashboards - it’s about unlocking human potential and making metrics meaningful again.You’ll hear Aaron and Irina tackle hot-button topics like the misuse of AHT, the illusion of quality vs speed, and how leaders waste time in the name of control. But this conversation doesn’t just criticise - it offers real solutions. Expect actionable insights on mentorship, skill progression, and how to break down the silos that sabotage so many WFM functions.This episode is a must-watch for anyone tired of surface-level workforce chatter and hungry for the truth about what works. Whether you’re a real-time analyst, team lead, or strategic leader, there’s gold here for every level. Aaron doesn’t hold back, and neither do we.Watch now and find out why the best WFM leaders are the ones who started on the phones.Subscribe for more: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1Show Links:RightWFM website: www.rightwfm.comEmail: [email protected] email: [email protected] Directory listings: www.wfmunfiltered.buzzsprout.com/shareYouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1 Thanks for listening.If you'd like to contact me about the show, you can email me HERE. If you have questions about working with me on WFM projects and Consulting, you can find The RightWFM website HERE. Please remember to subscribe and leave a review of you've enjoyed the show!

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