WFM Unfiltered

Message the show! [https://www.buzzsprout.com/twilio/text_messages/2369722/open_sms] 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 [https://www.youtube.com/@wfmunfiltered?sub_confirmation=1] Show Links:  • RightWFM website: www.rightwfm.com [http://www.rightwfm.com] • Email: Irina@rightwfm.com • Podcast email: WFMUnfiltered@gmail.com • Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share [http://www.wfmunfiltered.buzzsprout.com/share] • YouTube Channel: www.youtube.com/@wfmunfiltered?sub_confirmation=1 [http://www.youtube.com/@wfmunfiltered?sub_confirmation=1] • Doug's LinkedIn: www.linkedin.com/in/dougcasterton [http://www.linkedin.com/in/dougcasterton] Thanks for listening. If you'd like to contact me about the show, you can email me HERE [Wfmunfiltered@gmail.com]. If you have questions about working with me on WFM projects and Consulting, you can find The RightWFM website HERE [https://www.rightwfm.com]. Please remember to subscribe and leave a review of you've enjoyed the show!

Message the show! [https://www.buzzsprout.com/twilio/text_messages/2369722/open_sms] 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 [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 [Wfmunfiltered@gmail.com]. If you have questions about working with me on WFM projects and Consulting, you can find The RightWFM website HERE [https://www.rightwfm.com]. Please remember to subscribe and leave a review of you've enjoyed the show!

Message the show! [https://www.buzzsprout.com/twilio/text_messages/2369722/open_sms] 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 [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 [Wfmunfiltered@gmail.com]. If you have questions about working with me on WFM projects and Consulting, you can find The RightWFM website HERE [https://www.rightwfm.com]. Please remember to subscribe and leave a review of you've enjoyed the show!

Message the show! [https://www.buzzsprout.com/twilio/text_messages/2369722/open_sms] 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 [https://www.youtube.com/@wfmunfiltered?sub_confirmation=1] Show Links: * RightWFM website: www.rightwfm.com [http://www.rightwfm.com] * Email: Irina@rightwfm.com * Podcast email: WFMUnfiltered@gmail.com * Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share [http://www.wfmunfiltered.buzzsprout.com/share] * YouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1 [http://www.youtube.com/@WFMUnfiltered?sub_confirmation=1] * Guest Links:   * Reflective Keynotes: www.reflectivekeynotes.com [http://www.reflectivekeynotes.com] *   * Mike's LinkedIn: https://www.linkedin.com/in/mikeaoki/ [https://www.linkedin.com/in/mikeaoki/] *   Thanks for listening. If you'd like to contact me about the show, you can email me HERE [Wfmunfiltered@gmail.com]. If you have questions about working with me on WFM projects and Consulting, you can find The RightWFM website HERE [https://www.rightwfm.com]. Please remember to subscribe and leave a review of you've enjoyed the show!

Message the show! [https://www.buzzsprout.com/twilio/text_messages/2369722/open_sms] 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 [https://www.youtube.com/@wfmunfiltered?sub_confirmation=1] Show Links:  RightWFM website: www.rightwfm.com [http://www.rightwfm.com]  Email: Irina@rightwfm.com  Podcast email: WFMUnfiltered@gmail.com  Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share [http://www.wfmunfiltered.buzzsprout.com/share]  YouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1 [http://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 [Wfmunfiltered@gmail.com]. If you have questions about working with me on WFM projects and Consulting, you can find The RightWFM website HERE [https://www.rightwfm.com]. Please remember to subscribe and leave a review of you've enjoyed the show!