Meet our founder
Juanita Coley
CEO and founder · Thee Contact Center Whisperer
“Be impeccable with your word, always lead with love.”
Juanita founded Solid Rock Consulting in 2012 to give contact centre leaders what they rarely get: honest, practical workforce management advice from someone who has done the work.
She is an author, speaker and WFM thought leader, and hosts the TT Podcast. She developed the frameworks our team uses every day: CLEAR for data, LCSR for forecasting, D4 for scheduling and ACT for intraday.
How we work
The WFM Core Four, run on our own frameworks.
Every engagement covers the four essentials of workforce management. Each one has a framework behind it, so results are repeatable, not lucky.
What we stand for
We don’t do fluff.
Straight answers
We tell you what’s working, what isn’t and what it will take, even when it’s not what you want to hear.
Your business, not a template
We don’t sell “best practices” that don’t fit. We build WFM strategies that work in your operation.
CX and EX together
Profitable customer experience without sacrificing the people who deliver it.
Want straight answers about your WFM? Let’s talk.
30 minutes. Straight answers. No sales script.
Book a Discovery Call