Affectionately known as Thee Contact Center Whisperer
Juantia Coley travels all across the globe teaching and training businesses on how to adopt and use WFM solutions within their business.
Meet Juanita
Business Coach. Author. Speaker.
Juanita helps organizations and executives profitably achieve their customer experience (CX) goals without sacrificing employee experience (EX) through workforce management.
Grab my latest book. Grab my latest book.
Grab my latest book. Grab my latest book.
ABOUT JUANITA’S LATEST BOOK
Unlock the Hidden Potential of Your Workforce and Build a High-Performing Team That Delivers Every Time
This isn’t just a book—it’s the WFM strategy you’ve been missing.
The tools you’ll gain…
In this book you will gain knowledge in.
Chapter 1. The Core Four - Unpack the four essential pillars of Workforce Management that form the foundation for operational excellence.
Chapter 2. Pillar 1 Data - Learn how to collect, analyze, and leverage data to drive decisions and create actionable insights.
Chapter 3: Pillar 2 Forecasting - Master the art of accurate forecasting to predict demand, manage resources, and achieve business goals.
Chapter 4: Pillar 3 Scheduling - Learn about the M curve and how to optimize scheduling to balance operational needs and employee satisfaction.
Chapter 5. Pillar 4 Intraday - Navigate the complexities of intraday management to adapt to real-time challenges and maintain efficiency.
And soooo much more!!!
What they said
‘We've been going back through our WFM process and using the book as a guide’
‘I love how relatable it is and the story times’
‘There's nothing like this on the market! I was so excited to order these for the rest of my team.’
Are you ready to dive in more?
Give your organization a cutting edge approach and dynamic experience.