wfm: go beyond
WFM: Go Beyond is a transformative guide by Juanita Coley, "The Contact Center Whisperer" and CEO of Solid Rock Consulting. This book challenges the traditional view of Workforce Management (WFM) as a purely tactical function and reframes it as a powerful, strategic discipline essential for modern business success.
Drawing on over 20 years of WFM mastery, Juanita Coley provides a toolkit for professionals to elevate their WFM program from being a scheduling department to becoming an engine that drives business profitability and enhances both Customer and Employee Experience (CX and EX).
Key Themes & Takeaways:
Bridging Experience and Profitability: A deep dive into how effective WFM is the critical link between operational efficiency and the human-centered experience. The book teaches readers how to use WFM to improve employee job satisfaction, reduce burnout, and simultaneously deliver excellent customer service.
Actionable Strategies: Juanita Coley delivers practical, real-life insights and actionable strategies for designing a WFM program that is not only efficient but strategically influential.
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