I Was a Guest on "Call Center Chronicles" with Juanita Coley

I had a great time today with Juanita Coley from Solid Rock Consulting and her Vlog or weekly interview called "Call Center Chronicles".

Today's show can be found here: https://callcenterchronicles.live/JamesWilson”

Older shows can be found here: https://www.solidrockco.net/ccc

Juanita started her journey in WFM back in 2006 as a contact center agent who found a user manual for the Blue Pumpkin WFM system that the center was using. When she asked her manager if they minded her reading and learning about the system, they unexcitingly said “if you really want, go head.” Just like that, Juanita fell in love with the WFM discipline and was down the road to a new passion. 

Over the next 14+ years, Juanita has become a “Zen Master” of all things Workforce Management. She has utilized her talents and brought new efficiencies and optimizations to household brand companies like United HealthCare, Optum, Walgreens, Liberty Medical, and many more. Juanita’s impeccable reputation as a world-class subject matter expert earned her positions working as a Consultant directly for WFM system giants Verint and Aspect.

In 2018, she published her first book “The Corporate Playbook” and is expecting to release her second book currently titled “The Ground Up” in late 2021.