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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 about vendor partnerships. If you've ever sat in a meeting nodding along while a vendor promises the moon, this episode will hit uncomfortably close to home - in the best way.

From the red flags customers ignore (until it’s too late), to the uncomfortable truths vendors are too scared to say out loud, this episode dives into the cracks where broken implementations, failed partnerships, and buyer’s remorse hide. Greg doesn’t just talk about the problems—he pulls them apart. You'll hear about the RFP disaster that nearly derailed a government deal, how loyalty in vendor relationships is more myth than reality, and why change management often fails before it even begins.

Irina and Greg also get into the people side of tech delivery—exploring how the wrong team structure can sabotage your success and what it actually means to be “data-driven” in people management. There’s plenty here for WFM leaders, CX heads, procurement pros, and anyone responsible for transformation initiatives to take away—and a few reality checks for vendors too.

This is an honest, challenging, and incredibly insightful episode that will arm you with the kind of real-world knowledge that doesn't come from polished case studies or sales decks.

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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

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If you'd like to contact me about the show, you can email me HERE.

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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 hard-won experience.

From sales floors to 24/7 global operations, Danny’s journey is packed with insights that challenge how we think about leadership, coaching, and personal growth. He shares the awkward truth about interview anxiety, the evolution of recruiting processes, and what truly builds leadership credibility (spoiler: it’s not a shiny title).

We dive deep into how Danny’s approach to authentic leadership has helped teams navigate time constraints, coaching gaps, and performance pressures—while still keeping work-life balance a non-negotiable. His perspective on listening, trust-building, and skills development makes this episode a masterclass in leading with impact, without the ego.

If you’ve ever felt like you needed to “fake it” to lead effectively—this one’s for you. Because as Danny proves, the most powerful leaders are the ones who show up as themselves.

Subscribe to never miss an episode: www.youtube.com/@WFMUnfiltered?sub_confirmation=1

• 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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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 usual LinkedIn highlight reel—it’s full of real risks, unorthodox choices, and a relentless commitment to doing things differently.

From discovering the hidden potential of command centres to using wild interview techniques that flip hiring on its head, Nenad has made a habit of challenging norms—and winning. But he doesn’t just break the rules. He builds new frameworks for success. Whether it's about leveraging data for CX insights, pushing back on outdated cultural norms, or owning a tech platform without a tech background, he brings a fresh, fearless perspective to every conversation.

This isn’t just career advice. It’s a blueprint for leading with courage, embracing discomfort, and unlocking your own untapped potential. Irina and Nenad dig into the mental models and decisions that shaped his path—and reveal how YOU can use the same strategies to level up in WFM, leadership, and life.

Whether you're in ops, tech, CX, or planning, this is the episode you didn't know you needed. Watch until the end for some of the most actionable, honest advice on career progression and strategic networking you’ll hear this year.

Subscribe for more episodes that challenge the status quo and share real, unfiltered industry truths: 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: 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!