Solid Rock Consulting
Hey there! 👋 I’m Juanita Coley, the "Contact Center Whisperer" and CEO and Founder of Solid Rock Consulting. I help businesses turn contact center chaos into efficiency—without burnout.
But here’s the kicker…
Even if you don’t run a contact center, you probably operate like one! Any business juggling customer interactions, schedules, and teams is already in Workforce Management (WFM)—you just might not know it yet!
This channel helps leaders like you:
✅ Make smarter, data-driven decisions
✅ Use AI & automation to boost efficiency
✅ Balance Customer Experience (CX) & Employee Experience (EX)
✅ Ditch outdated WFM strategies for future-ready solutions
Let’s simplify WFM and make it work for you!
Need some game-changing resources? Grab them here:
FREE WFM Resources src-resources.com
WFM Go Beyond wfmgobeyond.com
WFM Go Beyond Challenge wfmgobeyondscore.com
Learn more about Solid Rock Consulting solidrockco.net
🔔 Subscribe now and start transforming your workforce!
How Misunderstanding Headcount And FTE Drives Call Center Attrition l WFM Tipsy Thursday Ep 106
How Cisco Is Transforming Customer Experience with AI & Connected Intelligence | WebexOne 2025
The Future of Contact Centers: AI, Efficiency & Impact 🚀 | WebexOne 2025
How Bad Scheduling Leads to Call Center Mandatory Overtime l Tipsy Thursday EP 105
Why Workforce Management Has Everything to Do With Irate Customers l WFM Tipsy Thursday EP 104
What Is Real-Time Adherence l WFM Tipsy Thursday EP 103
What Workforce Management Is Really Capable Of l Tipsy Thursdays EP 102
What Is CCaaS (Contact Center as a Service) Through Workforce Management l Tipsy Thursdays EP 101
WFM Forecasting Is a Leadership Skill Confidence, Clarity, and Impact l Tipsy Thursday EP 100
Why Workforce Management Leaders Still Struggle With Data Clarity l Tipsy Thursdays EP 99
Why Your Workforce Data is Failing And How Verint Fixes It l WFM Tipsy Thursdays EP 98
How Ergo Travel Uses AI to Empower Agents, Not To Replace Them l CCW UK TOUR 2025
Agent AI: How Smart Companies Are Building the Workforce of Tomorrow! l Tipsy Thursday EP 97
AI Changed Everything at Rail Europe l CCW UK TOUR 2025
Empathy Is the Competitive Edge AI Can’t Copy l CCW UK TOUR 2025
Why Poor WFM is Crushing Your Employees And Driving Away Customers l Tipsy Thursday EP 96
Stop Agent Burnout & Build Stronger Teams with AI Insights! l CCW UK TOUR 2025
How to Build Your FUTURE-PROOF CX Team (No Hiring Needed!) l CCW UK TOUR 2025
The Hidden Reason Your AI Isn't Delivering The Way You Want It To Be! l CCW UK TOUR 2025
Master WFM Staffing And AI for REAL Contact Center Results l CX Tour Vegas With Omni Interactions
Optimize Your Workforce Management: FREE Blueprint to Enhanced CX, EX & ROI l Tipsy Thursday EP 95
The TOP 5 SECRET FORMULA To Capacity And Long Range Planning l CRMXCHANGE WEBINAR With Juanita Coley
The SECRET To Great Forecasting In 2025 For WFM Leaders l Tipsy Thursday EP 94
Workforce Management Has Changed Forever With AI — New Rules of Staffing l CX Tour Omni Interactions
How Verint Schedule Overtime Reduces Attrition by 25% l WFM Tipsy Thursday EP 93
You Won’t Believe What These CX Leaders Shared l CCW UK Tour 2025
How to Align Workforce Tactics With Business Goals l Tipsy Thursday EP 92
Smart Ops Are Rebuilding The Workforce With AI l Tipsy Thursday EP 91 mp4
Why AHT Spikes with AI—and What WFM Must Do About It l Tipsy Thursday EP 90
This Is How AI Will Reshape WFM Forever