Insights

Straight talk on workforce management.

Articles, the podcast and free assessments from Juanita Coley and The WFM People™. No fluff, no one-size-fits-all best practice.

Juanita Coley, CEO and founder of Solid Rock Consulting

Featured article

Forecasting

Erlang C isn’t dead, but WFM leadership has evolved beyond it

For decades Erlang C answered one question: how many people do we need? Today’s contact centre leaders need a bigger answer.

By Juanita Coley · Read the article →

Latest articles

LeadershipExpert advice for BPO partnerships: why workforce management should be a top priorityJuanita Coley LeadershipWorkforce management: consulting vs tech resellersJuanita Coley CX and AIThe paradox of automationJuanita Coley CX and AIHow to choose the right CX metrics: a strategic approachJuanita Coley IntradayThe RTA and their importanceJuanita Coley CX and AIBreaking down Five9’s analyst briefing: what you need to knowJuanita Coley

View all articles

WFM Tipsy Thursday Podcast

Conversations with the people running contact centres.

Juanita interviews CX and operations leaders about what actually works.

Listen to the podcast

Free assessments

See where you’re exposed, in minutes.

Data100: your free WFM check-upA free mini version of our WFM Health Check WFM: Go Beyond AssessmentA WFM team that needs optimising

Got a WFM question? Ask us directly.

30 minutes. Straight answers. No sales script.

Book a Discovery Call