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Agent Mentorship into WFM - Aaron Wojtak
Manage episode 494582385 series 3582824
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.
Subscribe for more: 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.
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Chapters
1. Audio - Agent Mentorship into WFM - Aaron Wojtak (00:00:00)
2. Episode Begins (00:00:20)
3. 01 - Real Time Battle Lines | #RTA #WFMAnalytics #Operations (00:02:05)
4. 02 - Stop Policing Agents | #AgentEngagement #Leadership #Culture (00:04:19)
5. 03 - Tools vs Human Touch | #WFMTechnology #RealTime #Innovation (00:05:08)
6. 04 - Control vs Chaos | #OperationsManagement #WFM #Planning (00:06:01)
7. 05 - Agent Burnout Crisis | #MentalHealth #AgentWellbeing #WFM (00:07:46)
8. 07 - Supervisor Time Waste | #Leadership #Efficiency #WFM (00:11:00)
9. 08 - Team Lead Disconnect | #Leadership #WFM #Communication (00:12:19)
10. 09 - AHT Truth Bombs | #ContactCentreMetrics #WFM #Performance (00:13:16)
11. 10 - Industry Specific Metrics | #WFMMetrics #Performance #Strategy (00:14:19)
12. 11 - Metrics Gone Wrong | #WFMMetrics #Performance #Quality (00:15:13)
13. 12 - Quality vs Speed | #ContactCentreQuality #Metrics #WFM (00:15:53)
14. 13 - Cross Department Success | #Collaboration #WFM #Leadership (00:17:20)
15. 14 - Hidden Performance Issues | #WFMAnalytics #Performance #Quality (00:18:12)
16. 15 - Role Swap Challenge | #Leadership #WFM #TeamBuilding (00:20:19)
17. 17 - Breaking Down Silos | #Collaboration #WFM #Leadership (00:22:02)
18. 18 - Mentorship Magic Revealed | #CareerDevelopment #WFM #Leadership (00:23:12)
19. 19 - Career Growth Secrets | #WFMCareers #Development #Success (00:23:59)
20. 20 - Skill Progression Path | #CareerGrowth #WFM #Development (00:26:04)
21. 21 - Beyond Company Walls | #CareerDevelopment #WFM #Growth (00:26:47)
22. 22 - Finding Hidden Talent | #Recruitment #WFM #Leadership (00:27:53)
23. Closing Remarks (00:28:49)
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