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WFM, WFO, WEM Isn’t It All the Same?

Monday Oct 31, 12:00 PM – 1:00 PM EDT — RECORDING



As leaders in the contact center space, it is critical we identify and understand the differences between disciplines and solutions. In this Keynote address, Juanita will share why WFM solutions alone can’t save you and what you need to know about the future of contact centers that may shift the WFO Discipline entirely.

Presenter:

Juanita Coley, CEO, Solid Rock Consulting

Juanita Coley Juanita Coley, CEO, Solid Rock Consulting

Today with over 14 years of industry experience, Juanita has become a Contact Center & Workforce Management enthusiast, trainer, speaker and facilitator. Coupling her talent and experience with her skillset and passion, Juanita takes pride in bringing new efficiencies and optimizations to corporations and household brands like United Health Care, Optum, Walgreens, Liberty Medical, and many more. 

In 2018, she published her first book “The Corporate Playbook” a success guide to empower corporations with effective strategies to engage and educate their teams on the workforce management model.

In 2022, she will be releasing her second book, “From The Ground Up: Navigating Call Center & Tech Careers.” Juanita created the C.E.O. plan, a program designed to provide resources on leadership, tech and workforce management opportunities through her company Solid Rock Consulting. Utilizing workshops, trainings, events and access to mentorship, The C.E.O. PLAN is an incubator for future STEM leaders and occupation holders.