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🚀 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.

🎯 Why do so many companies get capacity planning wrong?
🎯 What’s the real impact of bad planning on business outcomes?
🎯 And how can YOU take control of forecasting, staffing, and resource allocation?

The episode drops this week. Don’t miss it.

📢 Subscribe now: https://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.

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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 of experience in operational excellence, customer advocacy, and brand strategy, Rick brings a no-nonsense take on how businesses should really measure customer experience. Forget the fluffy feel-good metrics—this conversation is about hard ROI, brand loyalty, and the real impact of AI in contact centers.

🔥 Inside this episode, we break down:

• The dangerous myth of cost-cutting in customer service
• Why AI isn’t the magic bullet companies want it to be (and how it can help)
• How your support team can either enhance or destroy your brand’s promise
• What leadership gets wrong about “customer experience”—and how to fix it

For anyone in WFM, customer service, or leadership, this episode delivers brutal truths about budgeting, branding, and business survival. If you’ve ever felt frustrated by leadership's obsession with cutting costs at the expense of service, this episode is for you.

Watch now and level up your CX game!
🔔 Subscribe to WFM Unfiltered: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1

🎙️ Check out Rick Denton’s podcasts:
CX Passport: https://www.youtube.com/@cxpassport
The Loud Quiet: https://www.youtube.com/@TheLoudQuiet

📢 Show Links:
• RightWFM website: www.rightwfm.com
• Email: [email protected]
• Podcast email: [email protected]
• Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share
• YouTube Channel: https://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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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 plays a pivotal role in analytics and decision-making.

Corey shares his journey from traditional WFM into analytics, explaining why so many businesses fail to leverage the full potential of their WFM teams. We dig into the key differences between being reactive and proactive, why hiring the right people is crucial, and how companies sabotage their own success by treating WFM as a support function rather than a strategic driver.

But here’s the real kicker—how do you move WFM out of the “admin” shadows and into the boardroom? Corey has some strong opinions on what it takes to make WFM a respected, indispensable part of the business strategy. If you've ever felt like WFM deserves a seat at the table but isn't getting one, this episode is for you.

Ready to change the game? Watch the full episode and subscribe to WFM Unfiltered for more no-nonsense conversations about workforce management.

📢 Subscribe now: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1

Show Links:

• 🌍 RightWFM website: www.rightwfm.com
• 📩 Email: [email protected]
• 🎧 Podcast email: [email protected]
• 🔗 Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share
• 📺 YouTube Channel: https://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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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 Accenture, where he’s led transformative projects that continue to inspire. Today, he runs his own consultancy, sharing hard-earned wisdom with the WFM community.

From Dublin to the global stage, Anthony shares stories of his own “A-Hole Phase,” a period of overconfidence many WFM professionals might recognise. With brutal honesty, he revisits the power plays, ego trips, and missteps that shaped his journey. Have you ever wondered where confidence turns into arrogance? Anthony discusses how he learned to walk the fine line and why humility and collaboration are WFM’s secret weapons.

Irina and Anthony dig into the age-old conflict between WFM and operations, challenging listeners to reframe the narrative. They discuss power dynamics, blame games, and the lessons that come from relationship-building between departments. Discover Anthony’s take on why relationships with internal customers are just as important as forecast accuracy—and how prioritising people over perfection can change everything.

If you’ve ever wondered whether your mistakes could become your greatest strengths, this episode is a must-listen. Get ready for raw stories, practical tips, and the kind of honesty WFM Unfiltered is known for.

Join the conversation and subscribe now: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1

Show Links:
• RightWFM website: www.rightwfm.com
• Email: [email protected]
• Podcast email: [email protected]
• Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share
• YouTube 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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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 packed with hard-hitting truths and actionable strategies.

James dives into the controversial topic of recruiters relying too much on keywords, shedding light on how this trend is impacting the quality of hires and the overall candidate experience. Are job boards your best friend or your worst enemy? James uncovers the hidden traps and explains how to use them to your advantage.

You’ll also hear fresh perspectives on why cultural fit matters as much as technical skills and how to build a recruitment process that truly prioritizes people. James shares jaw-dropping recruitment horror stories and explores the European advantage in the WFM job market. This is not your typical recruitment talk—it’s raw, real, and transformational.

Ready to transform your approach to hiring or job seeking? Don’t miss this episode. Subscribe now to WFM Unfiltered and gain insights that could change your career trajectory.

Today's episode is brought to you by our sponsors at Aspect WFM - find out more and book a demo at Aspect

Show Links:
 • RightWFM website: www.rightwfm.com
• Email: [email protected]
• Podcast email: [email protected]
• Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share
• YouTube 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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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 passion for data-driven decision-making and AI.

In this episode, Doug and Irina dig deep into the flaws of modern forecasting tools, revealing why many vendors fall short of their lofty claims. Discover how manual experience often outperforms automated solutions, and why transparency is crucial for WFM professionals when choosing the right systems. Doug shares his journey from managing spreadsheets to becoming a recognized influencer and host of the WeWFM podcast, offering unique insights into vendor accountability and the future of forecasting technology.

Listeners will gain valuable lessons on what to demand from vendors, the importance of asking the right questions, and how smaller players are leading the charge in innovation. This episode is a must-watch for anyone navigating the complexities of WFM tools and vendor solutions.

Don't miss this eye-opening conversation! Subscribe now: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1

Show Links:
 • RightWFM website: www.rightwfm.com
• Email: [email protected]
• Podcast email: [email protected]
• Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share
• YouTube Channel: www.youtube.com/@wfmunfiltered?sub_confirmation=1
• Doug's LinkedIn: www.linkedin.com/in/dougcasterton

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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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 Yunier break down why curiosity isn't just helpful—it's essential. In a field that’s evolving fast, the ability to ask bold questions can mean the difference between being overlooked and being indispensable. They don’t just touch on the “how” of curiosity; they explain the exact ways it translates into success within the C-suite.

As we dig deeper, you’ll hear the unfiltered reality of working in WFM: why understanding basic concepts isn’t enough, and how executives assess a WFM team's value. Communication is key here, and our guests emphasize its role in bridging the often-wide gap between senior leadership and day-to-day operations.

Whether you're an introvert or extrovert, they discuss the surprising ways personality influences how your insights are received by leadership. Jeremy and Yunier don’t sugarcoat the challenges—they’re sharing hard-earned lessons on the power of small roles, the impact of showing up authentically, and the lasting effects of speaking up when it matters.

Are you ready to understand what leaders really expect from WFM? Don’t miss this candid conversation! Subscribe for insights that could change your approach: https://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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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 twisted the narrative around WFM tools.

Do vendors even know the products they’re pushing? Phil argues that many marketing teams are selling fantasies rather than features, spinning tools as miracle solutions while sidestepping glaring limitations. In this episode, we tear apart the illusion of "must-have" features and "effortless results" to reveal what's really driving vendor hype.

Phil shares jaw-dropping stories of WFM users held hostage by data, stuck with subpar support, and left with tools that serve no one but the seller. If you've ever questioned the endless promises in a product demo or left a webinar feeling sold but not informed, this episode is your wake-up call.

Ready to see past the marketing smoke and mirrors? Tune in to hear the gritty truth on how to choose WFM tools without getting duped.

Find out more about Phil at https://www.linkedin.com/in/philipbacon/

Watch, subscribe, and follow WFM Unfiltered for more no-BS insights: https://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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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 industry can learn from. With over two decades of experience in agent training and a unique knack for breaking down complex concepts into actionable advice, Mike provides WFM professionals with the tools they need to build engaged and effective teams.

In this episode, Mike tackles the critical role of soft skills in workforce management, emphasizing how empathy, communication, and engagement drive better customer outcomes. We explore topics ranging from efficient agent request handling to the importance of viewing agents as “internal customers” who deserve clarity, support, and fairness. For those managing teams, Mike’s advice on how to give constructive "no's" while still inspiring hope is especially relevant.

As we delve further, we uncover why Mike believes simplicity and digestibility in messaging are keys to executive buy-in, and he breaks down the all-too-familiar “admin vs. strategy” debate for WFM leaders. He also shares his take on the future of customer interactions and AI's limitations in maintaining authentic, human connections.

Join us as we dig into practical and impactful advice on soft skills for workforce management. Whether you’re an experienced leader or new to the industry, Mike’s insights will leave you inspired and equipped to foster a healthier, more engaged workplace.

Watch the full episode and ensure you’re subscribed to catch all the latest from WFM Unfiltered: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1

Show Links:

• RightWFM website: www.rightwfm.com
• Email: [email protected]
• Podcast email: [email protected]
• Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share
• YouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1
• Guest Links:
   
  • Reflective Keynotes: www.reflectivekeynotes.com
•  
  • Mike's LinkedIn: https://www.linkedin.com/in/mikeaoki/
•  

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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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 dives into what WFM professionals should really know. From managing small teams with limited resources to navigating vendors that overpromise and underdeliver, Kim brings her invaluable insights to the table, revealing the harsh realities many WFM teams face in their day-to-day work.

Listeners will learn about the 'shrinkage dilemma' that WFM teams struggle to balance daily, as well as the critical issues surrounding outdated technology and Erlang’s limitations. Kim doesn’t shy away from calling out the industry’s overhyped focus on AI as a solution for every issue and explains why more advanced solutions may not always align with what WFM teams truly need. She also discusses why the endless "budget battles" can prevent effective WFM strategy execution and what she believes could make a lasting impact.

Kim goes beyond just discussing tools to share her perspective on the 'Admin vs. Strategy' debate within workforce management. She discusses what WFM professionals can do to make their voices heard in this space, especially when they’re overshadowed by administrators and the limitations of budget. Wrapping up, Kim and Irina examine what WFM professionals should look for when choosing the right tools—and what red flags to avoid.

Whether you're deep into WFM or just starting out, this episode offers a fresh, transparent perspective on the critical role of WFM in modern business, minus the marketing fluff. Tune in and see why workforce management isn’t just about numbers but about making a real impact within an organisation.

Subscribe to stay updated on all things WFM: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1

Show Links: 

RightWFM website: www.rightwfm.com 

Email: [email protected] 

Podcast email: [email protected] 

Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share 

YouTube 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!