Meet Juanita Coley at SWPP :
Turn Workforce Management
Into a Strategic Advantage
Join Solid Rock Consulting at SWPP and discover how leading organizations
are transforming Workforce Management from a support function
into a driver of CX, EX, and profitability.
Most organizations think their challenges are:
➥ Not enough staff
➥ Long wait times
➥ Burnout
➥ Missed SLAs
But those are symptoms.
The real issue is almost always the same:
➡️ Lack of a structured, strategic Workforce Management approach.
At SWPP, this is your opportunity to sit down directly with Juanita Coley, CEO of Solid Rock Consulting, and:
• Identify gaps in your current WFM approach
• Understand where inefficiencies are costing you
• Get expert guidance on forecasting, scheduling, and intraday operations
• Get expert guidance on forecasting, scheduling, and intraday operations
Juanita SWPP Speaking Sessions
Session 1
📅 Monday, April 27
🕐 1:45 PM – 3:00 PM
WFM – The Foundation: Why Every Business Needs Strong Workforce Management
Most organizations believe their problem is headcount.
But underneath operational challenges like long wait times, burnout, and missed SLAs is a deeper issue: weak or nonexistent Workforce Management.
In this session, Juanita breaks down:
• What WFM actually is (beyond scheduling)
• Why forecasting and capacity planning are foundational
• How small improvements in WFM execution drive measurable business outcomes
• Why WFM is critical across CX, EX, and financial performance
Session 2
📅 Tuesday, April 28
🕐 10:45 AM – 12:00 PM
The Future is WFM: The Hybrid Workforce
AI + Humans = Expanded workforce capability—but only if managed correctly.
As workforce dynamics evolve, WFM is becoming central to:
• Integrating AI-driven work routing
• Managing hybrid and distributed teams
• Evolving capacity planning beyond headcount
• Defining new WFM roles, metrics, and competencies
This session explores:
• How WFM enables operational excellence in modern environments
• What changes CX leaders need to prepare for now
• Practical strategies to stay ahead of workforce complexity
Book a 1:1 With Juanita
It’s an opportunity to connect directly with Juanita—whether you want to talk through your current WFM approach, ask questions, or simply have a conversation about what you’re seeing in your operation.
Use this time to:
➥ Talk through your current WFM setup
➥ Ask questions about challenges you’re facing
➥ Explore ideas and best practices
➥ Have an open conversation about Workforce Management
This is your chance to have a real conversation with Juanita.
About Juanita Coley
