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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 it all. And now he’s spilling the internal truths that most vendors hope you never find out.

This episode is a full-throttle breakdown of what really happens behind roadmap promises, AI features nobody asked for, and those “we’re listening” portals that feel more like suggestion graveyards. Rich isn’t here to play corporate nice. He’s here to tell you how product decisions get made, who actually pulls the strings, and why being ignored post-contract is just part of the game.

You’ll hear the blunt truth about why new features don’t work the way you’d expect, why legacy systems behave like confused robots, and why your urgent user feedback might sit in a queue behind some executive’s shiny new AI fantasy. And yes—we talk about forecasting, accuracy myths, headcount confusion, and why engineers sometimes build things they don’t understand (or use).

For anyone who’s ever asked “Why the hell does this tool do that?”—this episode is for you.

Subscribe to WFM Unfiltered on YouTube:
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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
• Guest LinkedIn: https://www.linkedin.com/in/rich-o-farrell-ineverlookatfloor

#ProductManagement, #ForecastingFails, #AIBusted, #VendorReality, #CallCenterTech

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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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 relationships to overpriced consultants and ghosting sales teams, Adam exposes the patterns that derail tech rollouts before the first config screen even loads.

You'll find out why most vendors set false expectations from day one, how implementation teams show up with zero context, and why companies are still hiring junior engineers, slapping “consultant” on their email sigs, and billing like pros. Oh, and Adam’s got a few words about broken pricing models and million-dollar answers. Let’s just say this one isn’t HR-approved.

We also dive into the real fix: setting honest KPIs, hiring based on experience (not branding), and forcing vendors to prove their promises up front—not “somewhere on the roadmap.” It’s raw, it’s practical, and it might save your next rollout.

If you’ve ever suffered through an implementation that left you questioning your life choices, this episode is your therapy.

Subscribe to WFM Unfiltered on YouTube:
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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
• Guest Website: https://techstackadvising.com
• Guest LinkedIn: https://www.linkedin.com/in/adam-saad-mba/

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 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 manager to Global VP of Continuous Improvement—makes him uniquely qualified to expose what works, what doesn’t, and what’s quietly killing performance behind the scenes. From scaling lies to recruitment delays, offshore horror stories to crumbling leadership pipelines—nothing is off-limits.

You’ll hear exactly why some clients unknowingly set their BPOs up to fail, and how legacy inefficiencies get baked into outsourcing relationships. We challenge the obsession with language skills, break down why flexible shift expectations are fantasy, and shine a spotlight on the industry-wide attrition crisis that no one wants to talk about.

And of course, we tackle the biggest elephant in the room—why so many ops leaders throw the mess downhill for WFM and recruitment to fix, instead of taking ownership themselves. Spoiler alert: it’s not a tech problem, it’s a leadership problem.

If you’re a senior manager, ops lead, or WFM pro working with BPOs (or thinking about it), this episode might sting—but it’s the wake-up call your strategy needs.

Subscribe to WFM Unfiltered on YouTube to get the real talk no one else will give you:
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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

Guest Website: www.setekh.co.uk

Guest LinkedIn: www.linkedin.com/in/piperdaniel

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 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 out of the legal field and diving into customer support, John’s path has been anything but typical. His frustration with how AI is being rolled out (and oversold) in CX platforms led him to create ProxyLink: a solution bridging secure communication between AI agents and humans. But this episode isn’t a product pitch — it’s a provocative conversation about rights, risks, and the very real legal traps many businesses are sleepwalking into.

You’ll hear surprising insights into how bots could affect liability during emergency calls, why consumers need advocates in the AI space, and how human-first design might be the only path forward. Expect practical advice on regulation, actionable tips for CX leaders navigating automation, and some spicy truths about “AI” apps that aren’t really AI at all.

If you're a decision-maker in customer service, CX, legal, or tech — this is your wake-up call. Get ready for a conversation that challenges buzzwords and exposes the legal blindspots no one is talking about.

Subscribe to never miss an episode: 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
Guest LinkedIn: www.linkedin.com/in/jowalter
CCAIA: www.ccaia.org
ProxyLink: www.proxylink.co

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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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 thought it was, or has it created bigger problems than we expected?

Adrian shares his expert insights on the evolution of work-from-home policies, the impact on team collaboration and company culture, and why some businesses are forcing employees back to the office. We’ll also explore the generational divide in workplace expectations, the mental health implications of isolation, and the harsh commercial realities that companies have to face when balancing remote flexibility with business needs.

But here’s the kicker—have service levels actually suffered due to remote work, or is that just corporate propaganda? Adrian doesn’t hold back as we dig into the customer experience decline, the training challenges of a distributed workforce, and whether employees are really as productive at home as they claim to be.

This episode is a wake-up call for leaders, employees, and WFM professionals navigating the future of work. Whether you’re a die-hard remote advocate or a return-to-office enforcer, you need to hear this debate. Subscribe now and join the conversation!

🔔 Subscribe to WFM Unfiltered: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1

Show Links:

• Adrian on LinkedIn: https://www.linkedin.com/in/adrianhawes/

• 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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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, and host of Get Out of Wrap.

With over 25 years in the industry, Martin has dedicated his career to supporting and elevating team leaders, and today, he’s here to expose the root cause of the ongoing friction between WFM and operations. From clashing priorities to inconsistent communication, we’re diving into why these two groups struggle to align—and how to fix it.

Expect brutal honesty, real-world examples, and actionable strategies that will help you build stronger relationships between WFM and team leaders. Is the problem poor leadership? Lack of training? Fear-driven cultures? Martin’s pulling no punches in this one.

If you’ve ever wondered why the hell doesn’t my WFM team listen? or why do team leads always resist what’s best for the business?—this episode is a must-watch.

🔔 Don’t miss it—Subscribe now: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1

Show Links:

• RightWFM: www.rightwfm.com
• Email: Irina@rightwfm.com
• Podcast Email: WFMUnfiltered@gmail.com
• Podcast Directory: www.wfmunfiltered.buzzsprout.com/share
• Martin’s Website: www.martinteasdale.com
• LinkedIn: linkedin.com/in/martinpteasdale
• Team Leader Community: the-team-leader-community.mn.co

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 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 for recognition and what it takes to earn a real seat at the executive table.

From AI hype to the hard truths about automation, Jim doesn’t hold back. We discuss whether AI can actually replace forecasting, how companies are getting "efficiency" all wrong, and why flexibility in scheduling is no longer a nice-to-have—it's a necessity. If you're tired of seeing WFM treated like an afterthought, this episode is for you.

Expect candid discussions on leadership buy-in, the reality of AI-driven staffing models, and what it really takes to move beyond basic admin functions into a strategic powerhouse. If you want to future-proof your WFM career, you can't afford to miss this one.

Subscribe to the channel for more unfiltered WFM insights: 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
• Jim Simmons' LinkedIn: www.linkedin.com/in/jim-simmons-goqueueless

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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🚀 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.

Please remember to subscribe and leave a review of you've enjoyed the show!