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✅ Ditch outdated WFM strategies for future-ready solutions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!
Solid Rock Consulting
Heads up! If you're rushing into AI without a solid Workforce Management plan, you're heading for trouble! 🛑✋
The truth is, AI is not just a plug-and-play solution—it's a significant part of your TEAM that requires careful integration. 🤖💼
Don't just add AI for the sake of it. Ensure your operations are ready to handle this powerful technology effectively!
I'm not just here to promote AI technologies—though I can if it's the right move for you. I'm here to ensure you are FULLY prepared for what's to come in this rapidly evolving tech landscape. 🌐🔧
📢 I'll keep shouting this because it matters—YOUR success matters!
Want the full story? Read full article here
👉 lnkd.in/eT3AmrYh
That's all… That's the post!
Thee Contact Center Whisperer
That WFM Girl
#WFMGoBeyond #leadership #employees #engagement #business #work hashtag#people #performance #management #productivity #WorkforceManagement #JuanitaColey #WFMGoBeyondScore #employeecommunication #workplace #workforcemanagement #CRM
8 hours ago | [YT] | 0
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Solid Rock Consulting
🚨 Are You Flying Blind or Staffing with Confidence?
If your staffing strategy feels more like guesswork than precision—you're not alone.
Reactive mode. Spreadsheets. Constant firefighting. Sound familiar?
❌ Overstaffing just to be "safe"
❌ Missed SLAs from stretched teams
❌ Burned-out agents and frustrated customers
It's time to get real visibility into your workforce readiness.
Take the Staffing Confidence Scorecard —a 2-minute checkup built for CX & Ops leaders scaling fast.
✅ Know where your risks are hiding
✅ Understand if your team is set to grow—or already stretched too thin
✅ Get clear next steps to course correct
📊 Take our staffing assessment today and future-proof your workforce strategy.
👉 lnkd.in/epUPPd2b
That's all….That's the post!
Thee Contact Center Whisperer
That WFM Girl
#WFMGoBeyond #leadership #employees #engagement #business #work #people #performance #management #productivity #WorkforceManagement #JuanitaColey #WFMGoBeyondScore #employeecommunication #workplace #workforcemanagement
1 day ago | [YT] | 0
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Solid Rock Consulting
Mark your calendars — we're hitting the road in 2025!
Next up is SWPP in TN, then we hop over to London, and Canada. Just a whole line up of amazing trips. I hope to see you on the road, catch me if you can!
If I'm in your area or at an event where you are.
Let's connect: lnkd.in/dFt_xgY4
That's all….That's the post!
Thee Contact Center Whisperer
That WFM Girl
#WFM #WorkforceManagement #Leadership #BusinessStrategy #FutureOfWork #WFMGoBeyond #employees #engagement #business hashtag#work hashtag#people #performance #management #JuanitaColey #WFMGoBeyondScore #workplace
2 days ago | [YT] | 0
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Solid Rock Consulting
🚨 Bad Staffing Decisions Are Like Finding Blue Rubber in Your Nuggets 🚨
Just like a product recall can damage a brand, poor workforce planning can break your business.
❌ Wrong staffing mix? Leads to inefficiencies.
❌ Poor scheduling? Creates customer frustration.
❌ No workforce strategy? A recipe for disaster.
Don't wait for a crisis to fix what's broken!
Take our FREE Workforce Assessment today and ensure your team is set up for success. ✅
👉 www.wfmgobeyondscore.com
That's all… That's the post!
Thee Contact Center Whisperer
That WFM Girl
#WFMGoBeyond #leadership #employees #engagement #business #work #people #performance #management #productivity #WorkforceManagement #JuanitaColey #WFMGoBeyondScore #employeecommunication #workplace #workforcemanagement #CRM
1 week ago | [YT] | 0
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Solid Rock Consulting
❌ Inaccurate forecasts. Agent burnout. Missed SLAs.
✅ A workforce management tool that keeps everything running smoothly.
Which WFM system would you rather have?
When your scheduling, forecasting, and real-time tracking don't align, your team struggles to keep up. The result? Overworked agents, inefficient staffing, and service levels that fall short.
📊 Upgrade your WFM strategy. Discover how Workforce Management can transform your operations today!
Take our assessment at….
👉 www.wfmgobeyondscore.com
That's all… That's the post!
Thee Contact Center Whisperer
That WFM Girl
#WFMGoBeyond #leadership #employees #engagement #business #work #people #performance #management #productivity #WorkforceManagement #JuanitaColey #WFMGoBeyondScore #employeecommunication #workplace #workforcemanagement #CRM
1 week ago | [YT] | 2
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Solid Rock Consulting
🚨 Your Systems Aren't Broken. They're Just Not Aligned.
Your workforce operations rely on multiple tools—scheduling, forecasting, and performance tracking—but when they don't work together, inefficiencies take over. Employees get overwhelmed, productivity drops, and customers feel the impact.
Disconnected processes slow growth.
The fix? A seamless WFM strategy that drives efficiency and business success.
📖 Get the ultimate guide to mastering Workforce Management WFM. Grab your copy of WFM Go Beyond today!
👉 www.wfmgobeyond.com
#WFMGoBeyond #leadership #employees #engagement #business #work #people #performance #management #productivity #WorkforceManagement #JuanitaColey #WFMGoBeyondScore #employeecommunication #workplace #workforcemanagement #CRM
That's all… That's the post!
Thee Contact Center Whisperer
That WFM Girl
1 week ago | [YT] | 1
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Solid Rock Consulting
💡 The Key to a Thriving Workforce Program? Strong Internal Champions.
Every successful workforce management strategy has one thing in common—advocacy from within. From HR to procurement to leadership, having the right people pushing for alignment and success is the game-changer.
Without strong champions, progress stalls. So, to WFM leaders, keep driving the change. And to providers, do everything you can to elevate your clients and their workforce goals.
💪 Let's build stronger, more effective workforce strategies together.
Download Your Workforce Management Retention Checklist!
👉 lnkd.in/egnAcHWw
That's all… That's the post!
Thee Contact Center Whisperer
That WFM Girl
#WFMGoBeyond #leadership #employees #engagement #business #work #people #performance #management #productivity #WorkforceManagement #JuanitaColey #WFMGoBeyondScore #employeecommunication #workplace #workforcemanagement #CRM
1 week ago | [YT] | 2
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Solid Rock Consulting
Your Business Is Growing.
So Why Does Workforce Management Feel Like An Afterthought?
❌ Missed forecasts
❌ Overworked teams
❌ Workforce strategies struggling to keep up
Growth shouldn't be a challenge—it should be a strategy. The right approach to WFM doesn't just manage people; it drives business success.
WFM: Go Beyond is your guide to transforming workforce management into a competitive advantage.
Ready to take WFM to the next level? Get your copy now.
👉 www.wfmgobeyond.com
That's all… That's the post!
Thee Contact Center Whisperer
That WFM Girl
#WFMGoBeyond #leadership #employees #engagement #business #work #people #performance #management #productivity #WorkforceManagement #JuanitaColey #WFMGoBeyondScore #employeecommunication #workplace #workforcemanagement #CRM #ebtrepreneurs
1 week ago | [YT] | 2
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Solid Rock Consulting
💡 Workforce management isn't just about filling shifts—it's about building efficiency, engagement, and long-term success. But what's stopping your strategy from reaching its full potential?
Struggling to optimize your workforce?
💡 Get your copy today and take your WFM strategy to the next level!
👉 www.wfmgobeyond.com
That's all… That's the post!
Thee Contact Center Whisperer
That WFM Girl
#WFMGoBeyond #WorkforcemManagememt #WFM #CustomerExperience #CX #EmployeeExperience #EX #solidrockconsulting #SRC #callcenter #customerservice #humanresource #WFM #WorkforceManagement #CX #EX #CallCenterLeadership #TeamBuilding #GoBeyond #AI #HumanResource
1 week ago | [YT] | 2
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Solid Rock Consulting
🚨 In Case You Missed It! 🚨
1,700 callers generating 7,500 calls? It sounds unreal, but this is a common scenario in contact centers, and it's a big issue for Workforce Management (WFM).
🤯 Why does this happen? Poor systems, long hold times, and unresolved issues are some of the main drivers behind repeat calls. But the impacts? They can affect everything from forecasting to staffing and even customer and employee satisfaction (CX & EX).
The key to solving this: Proactive WFM strategies. Think smarter call routing, Repeat Call Tracking Metrics, and prioritizing First Call Resolution (FCR). It's time to fix those inefficiencies! 💡
Want to learn how to manage these challenges and optimize your contact center? 📚
Read the full blog now!
👉 lnkd.in/ec7zfVRA
That's all….That's the post!
Thee Contact Center Whisperer
That WFM Girl
#WFMGoBeyond #leadership #employees #engagement #business #work #people #performance #management #productivity #WorkforceManagement #JuanitaColey #WFMGoBeyondScore #employeecommunication #workplace #workforcemanagement #CRM
2 weeks ago | [YT] | 2
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