Wfm: Go Beyond

Juanita Coley – The Contact Center WhispererFrom teen mom to Mrs. Corporate America, Juanita Coley’s journey in Workforce Management (WFM) is a story of resilience, innovation, and transformation. Known as the “Contact Center Whisperer,” Juanita built her expertise from the ground up—starting as a call center agent, discovering a Blue Pumpkin user guide, and cultivating a passion for WFM that would lead her to shape operational strategies for industry giants. Now, as CEO and Founder of Solid Rock Consulting, she’s sharing her 20+ years of WFM mastery to drive real impact.WFM: Go Beyond takes you through the foundational principles of Workforce Management while inviting you to explore its strategic influence on Customer and Employee Experience (CX and EX). This isn’t just a guide to the core functions of WFM; it’s a transformative toolkit for anyone—whether you’re new to WFM or a seasoned professional—looking to design meaningful impact within their organization.Through two powerful sections, WFM: Go Beyond will equip you to:Master the core pillars of WFM, from data gathering and forecasting to scheduling and real-time management.Elevate your approach, using WFM to bridge CX, EX, and business profitability for a human-centered experience.Drawing from real-life insights, Juanita delivers actionable strategies for designing a WFM program that’s not only efficient but strategically aligned with broader business goals. Ready to understand WFM’s transformative potential? Dive into WFM: Go Beyond, and harness WFM by design—bringing lasting impact to your business, your team, and your career.Let’s go make impact! Read more