Handling Budget Pushback: A Guide for WFM and CX Leaders

WFM Unfiltered | Workforce Management Podcast

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We don’t usually do reruns… but this one? It earned it.

WFM Unfiltered is proud to bring back one of our most popular episodes — with a sharper look and better sound — because Adriana Olteanu dropped insight that’s just too good to get buried in the archives.

Adriana leads forecasting and capacity planning at Groupon, and in this conversation, she and Irina get real about the uphill battle WFM professionals face when senior leadership won’t listen. From building a bulletproof capacity plan to translating data into decisions that drive the business forward, Adriana lays out what it actually takes to make WFM strategic — not just tolerated.

You’ll hear how to turn weekly checks into trust-building tools, how to sell capacity planning to managers who think they don’t need it, and why every line item — from phone line hours to team meetings — costs more than you think. This episode isn’t just practical. It’s permission to push back when your data says you're right.

If you missed it the first time, don’t miss it again. And if you caught it before? It’s worth the repeat.

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Show Links:

• RightWFM website: www.rightwfm.com
• Email: [email protected]
• Podcast email: [email protected]
• Podcast Directory: www.wfmunfiltered.buzzsprout.com/share
• Guest LinkedIn: https://www.linkedin.com/in/adriana-olteanu-3612a247

#WFM #WorkforceManagement #CapacityPlanning #ForecastingExcellence #OperationalEfficiency #ContactCenterStrategy

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Capacity planning strategies in contact centres
Overcoming pushback from senior stakeholders
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