Best Wfm Strategy Podcasts (2025)

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

6d 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

14d 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
Workforce On Deck 2506 - WFM Lessons from Baseball 48:31

21d ago48:31

48:31

Building a winning lineup isn’t just for the ballpark! What happens when you bring lifelong baseball fans together to talk workforce management? You get a conversation that proves great teams are built on the same fundamentals, whether they’re built in a board room or at the ballpark. In this upcoming episode of the Workforce On Deck podcast, speci…

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

21d 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

28d 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

1M 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

1M 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

2M 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
Keep It Simple, Stupid for Contact Centers | Charlie Adams 32:44

2M 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

2M 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
Highlights from the WFM Unfiltered Show 4:15

2M ago4:15

4:15

Leave a comment or suggestion In this episode, we go through the highlights of my guest appearance on Irina Hollatz show ‘WFM Unfiltered’. Be sure to check out her Podcast and YouTube channel for really insightful content with many industry professionals. Link to her YouTube channel: https://youtube.com/@wfmunfiltered?si=1FILwE_hFIDO8JKi Support th…

1
Workforce On Deck 2505 - Simplifying Scheduling: Solving Workforce Puzzles 45:01

2M ago45:01

45:01

In this episode of Workforce on Deck, hosts Vince Jackson and Dr. Sarah Inman sit down with special guest Nathalie Gentile, Director of Product Management at Zaddons. Nathalie shares her unique journey into the world of scheduling and workforce management, highlighting how her passion for solving complex puzzles led her into this field. They discus…

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

2M 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
Compilation - Absence, Outbound, Service Levels, Analytics and Leadership 18:55

3M ago18:55

18:55

Leave a comment or suggestion Compilation Episode! In this one, we cover various aspects of WFM in one episode. Absence Insights. Outbound Planning Service Level challenges WFM Analytics Leadership in WFM Support the showBy Corey Sewpersad

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

3M 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
Discover how high-performing WFM teams inspire trust and drive success - Leading from the Front 4:21

3M ago4:21

4:21

Leave a comment or suggestion Can 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 showBy Corey Sewpersad

1
Why WFM Hiring is Failing Talented People 33:01

3M 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
WFM Analytics: Your Competitive Edge - WFM Analytics in Outbound Sales 3:16

3M ago3:16

3:16

Leave a comment or suggestion If 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 Sw…

1
WFM as a Strategic Weapon - Service Levels: Beyond the basics 3:53

3M ago3:53

3:53

Leave a comment or suggestion Managing Service Level is like steering a car — you can't wait until after the crash to turn. In this episode I cover: 1: Forecasting vs Guessing 2: Real-Time Agility 3: Excuses vs Reasons 4: WFM as a Strategic Weapon Support the showBy Corey Sewpersad

1
Why Most Outbound WFM Plans Fail - Getting WFM to work in Outbound Sales Teams 4:10

3M ago4:10

4:10

Leave a comment or suggestion If 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 Trap 2: Why Most Outbound W…

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

3M 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

4M 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

4M 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
Workforce On Deck 2501 - Guest: Test Assure with Dylan and Austin 23:11

4M ago23:11

23:11

In this episode of Workforce on Deck, Improv's Dr. Sarah Inman and Vince Jackson sat down at UKG Aspire with TestAssure's VP of Sales, Austin Gritters, and (now) Chief Revenue Officer at Workerbee, Dylan Riley. Workerbee is a partner offering of TestAssure, connecting companies with on-demand, pre-vetted corporate software experts facilitating flex…

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

4M 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
Workforce On Deck Podcast 2504 - Post Implementation Pittfalls 43:53

4M ago43:53

43:53

In this episode of Workforce on Deck, Improv's Dr. Sarah Inman, Vince Jackson, and repeat guest Meredith Johnson explore common post-implementation challenges organizations encounter after WFM and HCM software go-live. They discuss frequent issues such as user adoption difficulties, unforeseen configuration challenges, and the challenging transitio…

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

4M 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
Absence Insights from WFM 11:17

5M ago11:17

11:17

Leave a comment or suggestion Can 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, w…

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

5M 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

5M 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
Workforce On Deck 2503 - Diving into Retail 46:29

5M ago46:29

46:29

The tables are turned: Dr. Inman interviews Vince, delving into the world of retail and exploring Vince’s professional journey, technology, best practices, culture, and more. They share real-life examples and offer insights that others can adopt and adapt. As always, the conversation comes back to workforce management—and how harnessing insights an…

1
WFM Trends | Jim Simmons 30:10

5M 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
Trust me and you will trust Workforce Management 8:42

5M ago8:42

8:42

Leave a comment or suggestion Hi there! In this episode I spend a few minutes talking about who I am and where I’ve been for the past almost 20 years so that you can get to know me better and why my WFM content is created in this way. Its just a quick into to who I am as a person and where I’ve worked and my experience to build trust between us. Pl…

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

6M 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
The Mars Outpost - Series Breakdown 34:52

6M ago34:52

34:52

Leave a comment or suggestion In this breakdown of the series ‘The Mars Outpost’, I do a walkthrough of the entire series and relate them back to the real world. This episode highlights the importance of the concepts of WFM and how essential it is, to have some or all of the concepts of WFM working in your business to identify risks and use them to…

1
The Mars Outpost - Journal Entry 6 2:11

6M ago2:11

2:11

Leave a comment or suggestion The last transmission recording of the specific set-up challenges faced by the WFM team on Mars. Support the showBy Corey Sewpersad

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The Mars Outpost - Journal Entry 5 4:21

6M ago4:21

4:21

Leave a comment or suggestion The WFM didn’t just do the same thing over again expecting a different result, they analysed their data which included the decisions and impacts of those decisions to improve their planning for the second arrival. With the arrival of the second group, the workforce has grown but now has a mix of skilled and unskilled r…

1
The Mars Outpost - Journal Entry 4 3:59

6M ago3:59

3:59

Leave a comment or suggestion After celebrations from harvesting the first successful batch of crops, work continued and we found instances of ‘avoidance’ taking place. Typically the ‘human nature’ of finding shortcuts followed us to Mars and our WFM had to find solutions. At this point, our WFM team went from loved for being able to keep everythin…

1
The Mars Outpost - Journal Entry 3 4:31

6M ago4:31

4:31

Leave a comment or suggestion We’ve had to implement some new metrics to help guide and direct both mining and farming operations to run smoothly. Our team baselined tasks using Time and Motion studies to develop an acceptable AHT and then went on to introduce an Occupancy metric. These in turn helped with allocation of resources and guidance on pr…

1
The Mars Outpost - Journal Entry 2 3:28

6M ago3:28

3:28

Leave a comment or suggestion After work got underway on the mining and farming operations, there were some performance challenges, some of which was only evident after being put in the real life situation - similar to that of staff going live onto calls from training and feeling overwhelmed. On Mars, our WFM team created solutions by cross-skillin…

1
The Mars Outpost - Journal Entry 1 3:16

6M ago3:16

3:16

Leave a comment or suggestion Arrival of the first group of humans on Mars and the challenges faced once they landed. The WFM team got into action displaying real-time contingencies to mitigate risks to the new arrivals and adjusting and adapting their existing resources in real-time to prevent risks to existing personal. Support the show…

1
Workforce On Deck 2502 49:40

6M ago49:40

49:40

Join Vince and Dr. Inman as they focus on various aspects of Human Capital Management (HCM) and payroll processes. They are joined by two incredible guests with decades of HCM experience, Meredith Johnson and Brenda Estrada. Discussions covered: Recent and upcoming legislative changes affecting payroll, particularly regarding 401(k) contributions a…

1
The Mars Outpost - Prologue 1:45

6M ago1:45

1:45

Leave a comment or suggestion A prologue into the upcoming six part series called ‘The Mars Outpost’. Support the showBy Corey Sewpersad

1
Dear CEOs and BPO Clients - Welcome to Project OutCast - An Outpost WFM Production 1:54

6M ago1:54

1:54

Leave a comment or suggestion WFM 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 an…

1
Cost Vs Value - Rick Denton 33:43

6M 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

6M 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…

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Value in Mistakes | Anthony Brady 40:00

7M 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

7M 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 …

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Forecasts and WFM Tools | Doug Casterton 31:26

7M 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

8M 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…

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