Solid Rock Consulting - Invidious

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✅ Ditch outdated WFM strategies for future-ready solutions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!

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4:42

Stop This Cash Flow MISTAKE Before You Go Bankrupt

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Shared 1 month ago

34 views

24:04

How Misunderstanding Headcount And FTE Drives Call Center Attrition l WFM Tipsy Thursday Ep 106

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Shared 3 months ago

80 views

7:06

How Cisco Is Transforming Customer Experience with AI & Connected Intelligence | WebexOne 2025

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Shared 3 months ago

74 views

3:14

The Future of Contact Centers: AI, Efficiency & Impact 🚀 | WebexOne 2025

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Shared 4 months ago

35 views

7:40

How Bad Scheduling Leads to Call Center Mandatory Overtime l Tipsy Thursday EP 105

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Shared 5 months ago

46 views

10:34

Why Workforce Management Has Everything to Do With Irate Customers l WFM Tipsy Thursday EP 104

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Shared 5 months ago

84 views

12:20

What Is Real-Time Adherence l WFM Tipsy Thursday EP 103

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Shared 5 months ago

103 views

11:55

What Workforce Management Is Really Capable Of l Tipsy Thursdays EP 102

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Shared 5 months ago

57 views

12:54

What Is CCaaS (Contact Center as a Service) Through Workforce Management l Tipsy Thursdays EP 101

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Shared 6 months ago

305 views

13:55

WFM Forecasting Is a Leadership Skill Confidence, Clarity, and Impact l Tipsy Thursday EP 100

Solid Rock Consulting

Shared 6 months ago

62 views

15:39

Why Workforce Management Leaders Still Struggle With Data Clarity l Tipsy Thursdays EP 99

Solid Rock Consulting

Shared 6 months ago

44 views

17:51

Why Your Workforce Data is Failing And How Verint Fixes It l WFM Tipsy Thursdays EP 98

Solid Rock Consulting

Shared 6 months ago

118 views

9:12

How Ergo Travel Uses AI to Empower Agents, Not To Replace Them l CCW UK TOUR 2025

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Shared 6 months ago

12 views

25:06

Agent AI: How Smart Companies Are Building the Workforce of Tomorrow! l Tipsy Thursday EP 97

Solid Rock Consulting

Shared 7 months ago

34 views

7:22

AI Changed Everything at Rail Europe l CCW UK TOUR 2025

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Shared 7 months ago

12 views

10:07

Empathy Is the Competitive Edge AI Can’t Copy l CCW UK TOUR 2025

Solid Rock Consulting

Shared 7 months ago

58 views

17:51

Why Poor WFM is Crushing Your Employees And Driving Away Customers l Tipsy Thursday EP 96

Solid Rock Consulting

Shared 7 months ago

29 views

9:11

Stop Agent Burnout & Build Stronger Teams with AI Insights! l CCW UK TOUR 2025

Solid Rock Consulting

Shared 7 months ago

11 views

12:48

How to Build Your FUTURE-PROOF CX Team (No Hiring Needed!) l CCW UK TOUR 2025

Solid Rock Consulting

Shared 7 months ago

134 views

8:51

The Hidden Reason Your AI Isn't Delivering The Way You Want It To Be! l CCW UK TOUR 2025

Solid Rock Consulting

Shared 7 months ago

29 views

6:06

Master WFM Staffing And AI for REAL Contact Center Results l CX Tour Vegas With Omni Interactions

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Shared 7 months ago

43 views

21:13

Optimize Your Workforce Management: FREE Blueprint to Enhanced CX, EX & ROI l Tipsy Thursday EP 95

Solid Rock Consulting

Shared 7 months ago

40 views

8:14

The TOP 5 SECRET FORMULA To Capacity And Long Range Planning l CRMXCHANGE WEBINAR With Juanita Coley

Solid Rock Consulting

Shared 7 months ago

80 views

16:20

The SECRET To Great Forecasting In 2025 For WFM Leaders l Tipsy Thursday EP 94

Solid Rock Consulting

Shared 7 months ago

209 views

7:46

Workforce Management Has Changed Forever With AI — New Rules of Staffing l CX Tour Omni Interactions

Solid Rock Consulting

Shared 7 months ago

101 views

26:46

How Verint Schedule Overtime Reduces Attrition by 25% l WFM Tipsy Thursday EP 93

Solid Rock Consulting

Shared 8 months ago

219 views

0:56

You Won’t Believe What These CX Leaders Shared l CCW UK Tour 2025

Solid Rock Consulting

Shared 8 months ago

14 views

20:40

How to Align Workforce Tactics With Business Goals l Tipsy Thursday EP 92

Solid Rock Consulting

Shared 8 months ago

46 views

25:48

Smart Ops Are Rebuilding The Workforce With AI l Tipsy Thursday EP 91 mp4

Solid Rock Consulting

Shared 8 months ago

48 views

22:29

Why AHT Spikes with AI—and What WFM Must Do About It l Tipsy Thursday EP 90

Solid Rock Consulting

Shared 8 months ago

80 views

41:44

This Is How AI Will Reshape WFM Forever

Solid Rock Consulting

Shared 8 months ago

132 views

31:40

WFM Leaders: How Verint TimeFlex Transformed Attrition Strategy l Tipsy Thursday EP 89

Solid Rock Consulting

Shared 8 months ago

139 views

3:14

How WFM Leaders Scale Smarter with Five9 l Juanita Coley

Solid Rock Consulting

Shared 9 months ago

33 views

27:42

You Must Create Opportunities! This Is the Secret to Career Ownership l Juanita Coley

Solid Rock Consulting

Shared 9 months ago

114 views

26:49

How To Design A WFM Strategy That Prepares You for AI, CX And Profit | WFM Tipsy Thursday Ep 88

Solid Rock Consulting

Shared 9 months ago

279 views

5:01

How to Mass Schedule Overtime For Multiple Agents In 3 Easy Steps With Verint

Solid Rock Consulting

Shared 9 months ago

505 views

24:02

Become a Strategic WFM Real Time Analyst and Transform Your CX l Tipsy Thursday EP 87

Solid Rock Consulting

Shared 9 months ago

349 views

8:01

How Five9 is Rewriting Customer Experience with People + AI

Solid Rock Consulting

Shared 9 months ago

161 views

1:48

How Solid Rock Consulting Empowers Leaders with Scalable WFM Solutions

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Shared 9 months ago

27 views

17:48

Why Your Workforce Data Is Failing You – WFM Leaders Miss This One Metric l WFM Tipsy Thursday EP 86

Solid Rock Consulting

Shared 9 months ago

118 views

3:29

Verint Effective Dates Tutorial (Avoid These Mistakes) l Workforce Management Tool

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Shared 9 months ago

507 views

28:27

Your Forecast Wasn’t the Problem… Your Intraday Management Is! l WFM Tipsy Thursday EP 85

Solid Rock Consulting

Shared 9 months ago

101 views

3:10

Why Extreme Ownership Separates Leaders from Followers l Juanita Coley

Solid Rock Consulting

Shared 9 months ago

27 views

5:41

Five9 is Reshaping Workforce Management – What it Means for Women in Tech

Solid Rock Consulting

Shared 9 months ago

79 views

4:36

How to Protect Your Business from Cyberattacks with Log Me In (LogMeIn)

Solid Rock Consulting

Shared 9 months ago

43 views

2:04

Stay Curious. You Find A Problem And You Be The Solution! l Juanita Coley

Solid Rock Consulting

Shared 10 months ago

19 views

28:09

How RTA Prevent Chaos in Customer Support Teams! l WFM Tipsy Thursday EP 84

Solid Rock Consulting

Shared 10 months ago

173 views

5:53

How RingCentral is Transforming Customer Experience with AI Receptionist l Enterprise Connect 2025

Solid Rock Consulting

Shared 10 months ago

1.2K views

24:57

FTE And Headcount Strategies To Optimize Before Scaling Your Workforce l WFM Tipsy Thursday Ep 83

Solid Rock Consulting

Shared 10 months ago

129 views

2:52

How to Implement AI in Your Customer Experience Strategy the Right Way l Juanita Coley

Solid Rock Consulting

Shared 10 months ago

28 views

29:38

How Will You Optimize Your Schedules With These 3 Alternative Shift Models lWFM Tipsy Thursday EP 82

Solid Rock Consulting

Shared 10 months ago

506 views

4:00

The 3 Biggest Reasons Employees Struggle to Deliver Great Customer Experience l Juanita Coley

Solid Rock Consulting

Shared 10 months ago

58 views

7:07

The Difference Between WFM, WEM & WFO—Why It Matters for Your Business l Juanita Coley

Solid Rock Consulting

Shared 10 months ago

96 views

5:06

Why Workforce Management Should Be Everyone’s Business l Juanita Coley

Solid Rock Consulting

Shared 10 months ago

63 views

21:17

5 Easy Strategies To STOP Overstaffing and Understaffing l WFM Tipsy Thursday EP 81

Solid Rock Consulting

Shared 10 months ago

99 views

4:39

Why Workforce Management Must Have a Seat at the Customer Experience (CX) Table l Juanita Coley

Solid Rock Consulting

Shared 10 months ago

47 views

5:59

How Workforce Management WFM Impacts Employee Experience l Juanita Coley

Solid Rock Consulting

Shared 10 months ago

169 views

3:53

The Evolution of Workforce Management & What’s Next for WFM l Juanita Coley

Solid Rock Consulting

Shared 10 months ago

55 views

6:42

How to Get Executive Leadership to Buy Into Your WFM Initiatives l Juanita Coley

Solid Rock Consulting

Shared 10 months ago

56 views

24:15

Proven Workforce Management Scheduling Hacks Every Call Center Needs l WFM Tipsy Thursday EP 80

Solid Rock Consulting

Shared 10 months ago

509 views