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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 fluff

This 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.

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Show Links:

• RightWFM website: www.rightwfm.com
• Email: Irina@rightwfm.com
• Podcast email: WFMUnfiltered@gmail.com
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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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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 centre planning, and Jimmy doesn’t hold back.

From his unique perspective as a tech entrepreneur with WFM roots, Jimmy exposes how AI isn’t just disrupting processes - it’s replacing them. He talks openly about what planners need to survive in this new world, why most software vendors are selling snake oil, and how humans still have the edge - but only if we evolve.

You’ll learn why Excel’s days are finally numbered, what it really means when someone says “AI,” and why most operations teams are sleepwalking into a legal and compliance disaster. Jimmy breaks it down in plain English, and Irina isn’t afraid to push back. They dive into the difference between true automation and fake AI, unpack performance management in the age of machine learning, and share real stories of transformation and turmoil.

If you’re in workforce planning, leadership, or on the tech side of CX - this is your wake-up call. Come for the hot takes, stay for the survival strategies.

Follow the show to stay ahead of the curve in a rapidly changing industry.
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Show Links:

• RightWFM website: www.rightwfm.com
• Email: Irina@rightwfm.com
• Podcast email: WFMUnfiltered@gmail.com
• Podcast Directory: 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.

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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 aren’t just from the textbook—they’re from the trenches.

Zakaria opens up about his career shift from finance into WFM, and why understanding people—not just numbers—is the key to getting it right. From aligning strategy with actual performance, to the silent battles between operations and planning teams, this episode gets under the hood of how most contact centres are set up to fail.

If you’ve ever found yourself in a leadership meeting where the finger-pointing starts when the metrics drop, Zakaria’s insights will hit hard. He shares stories of misaligned targets, management teams at war with their own planners, and the kind of small changes that drive long-term success. This isn’t theory—this is real WFM, with real impact.

And for those battling burnout from unrealistic expectations, Zakaria offers a new way forward. One where trust becomes the metric that really matters. A must-watch for anyone tired of chasing numbers while ignoring the humans behind them.

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Show Links:

• RightWFM website: www.rightwfm.com
• Email: Irina@rightwfm.com
• Podcast email: WFMUnfiltered@gmail.com
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• YouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1
• Guest LinkedIn: https://www.linkedin.com/in/zak-zakaria-berrada

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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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 uncomfortable truths about management and data, this one’s a no-fluff, all-reality masterclass in how not to screw up your customer experience.

Charlie’s worked across BPOs, startups, and global operations, and brings a refreshingly simple message: humans matter. Whether it’s how AI is being badly implemented, or how contact centres are sitting on a goldmine of underused data, Charlie pulls no punches. You’ll hear how poor scope creep kills projects, why leadership needs more backbone, and how TikTok unexpectedly made him rethink how leaders connect with their teams.

This episode is a must-watch if you’re in CX, workforce planning, contact centre strategy, or just sick of buying shiny tools that don’t deliver. Charlie’s approach is blunt but brilliant — expect uncomfortable truths and unexpected laughs. If you've ever said, “Why isn’t this working?” — this conversation will give you the answers.

Watch now and rewire how you think about transformation, leadership, and the real role of humans in an increasingly tech-first industry.

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Show Links:

• RightWFM website: www.rightwfm.com
• Email: Irina@rightwfm.com
• Podcast email: WFMUnfiltered@gmail.com
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• Guest LinkedIn: www.linkedin.com/in/charleshsadams

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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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 about planning; he talks about what it takes to make it matter. From the importance of defining clear responsibilities to the power of trust-based leadership, he walks through the hidden habits that separate good operations from great ones. He drops truth bombs about the limits of data, the myths around “perfect planning,” and why too many contact centres still run in a constant state of fire-fighting.

But this episode isn’t just about problems — it’s full of solutions. Learn how to build influence across silos, use AI without losing your human edge, and drive change that actually sticks. Jason’s perspective is refreshingly direct, disarmingly honest, and deeply rooted in real-world results.

For any workforce planner, team lead, or operations leader wondering why their voice isn’t being heard — this is the episode you need. It’s practical. It’s punchy. And it might just shift how you show up at work.

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Show Links:

• RightWFM website: www.rightwfm.com
• Email: Irina@rightwfm.com
• Podcast email: WFMUnfiltered@gmail.com
• 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.

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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 customer-led innovation, Greg shares war stories from the frontline of business change that’ll make you question everything you think you know about CX and strategy execution.

From the fear of change that paralyzes organisations, to the exploding expectations of customers across digital channels, Greg breaks down why transformation is no longer a luxury - it's survival. But don’t worry, this isn't just theory. With over 20 years in the game and experience leading award-winning initiatives, Greg brings receipts. If you've ever seen a beautifully crafted strategy deck crash and burn when it hits the real world - this one’s for you.

Irina and Greg take on some sacred cows - like whether layoffs can be a good thing, how AI can (and absolutely cannot) replace human expertise, and why most companies confuse “culture” with “free coffee.” They also dive into the five pillars of transformation, exploring what truly drives sustainable change from the ground up, and what consultants need to bring to the table if they want to add real value - not just buzzwords.

You’ll also hear real customer stories, a surprising healthcare transformation success, and a challenge to CX professionals everywhere: simplify, or get left behind. Whether you're a CX lead, WFM pro, or transformation consultant, this conversation will shift how you approach change in your own business.

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Show Links:
•RightWFM website: www.rightwfm.com
•Email: Irina@rightwfm.com
•Podcast email: WFMUnfiltered@gmail.com
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•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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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 lived experience from every level of the industry – from agent to director, and everything in between.

Pier breaks down the real-life implications of placing WFM under HR vs Ops – and why neither option may be right. He shares his unique view of WFM as an internal consultancy function, revealing how reframing the role of WFM can unlock real business value. Think more influence, better partnerships, and less chaos in daily operations. You'll hear how strategic planning, forecasting, and ownership of performance outcomes can transform WFM from 'spreadsheet central' to true business partner.

If you’ve ever been frustrated by clueless stakeholders, turf wars over decision-making, or the constant tension between day-to-day firefighting and big-picture planning — this is the episode that’ll hit home. Pier also unpacks lessons from a case study where he radically restructured contact center roles, proving that focus beats multitasking every time.

Whether you're leading a WFM team, sitting in Ops or HR, or just want to understand how to make WFM work better, don’t miss this one. It's packed with practical takeaways, mindset shifts, and strategies for influence.

Subscribe for more straight-talking WFM conversations at: https://www.youtube.com/@WFMUnfiltered?sub_confirmation=1

Show Links:
•RightWFM website: www.rightwfm.com
•Email: Irina@rightwfm.com
•Podcast email: WFMUnfiltered@gmail.com
•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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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.

Expect frustration, a few uncomfortable truths, and a whole lot of clarity. Whether you’re hiring for WFM, trying to land your next role, or just wondering why your job posts keep attracting the wrong people — this episode is for you.

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Show Links:
RightWFM website: www.rightwfm.com
Email: Irina@rightwfm.com
Podcast email: WFMUnfiltered@gmail.com
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Follow WFM Unfiltered to find out more on:
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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!