It’s Not a Headcount Problem
It’s a Workforce Planning Problem
Event Name: ICMI EXPO
DATE & Time: Wednesday, October 29, 2025 · 10:30 AM EST
Location: Loews Royal Pacific Resort | Orlando, FL
Hosted By: ICMI Expo
Speaker:
➤ Juanita Coley, CEO Solid Rock Consulting
➤ Sabina Onwuka, Head of Customer Services, London Borough of Barking and Dagenham
Session Description:
Still missing your service levels, even after begging for more headcount? You’re not alone. But here’s the thing: throwing bodies at the problem won’t fix a broken workforce foundation.
In this painfully honest (and slightly hilarious) session, we’ll break down why your operation might be stuck in a cycle of overstaffing, burnout, and chaos, and how to finally break free.
We’ll cover:
✓ Why your forecast keeps lying to you
✓ The real reason your intraday plans fall apart by lunch
✓ How to stop “pressing buttons” and start building strategy
✓ And yes… the magic of skill optimization, AI-routing, and real-time agility (without the buzzword bingo)
Takeaway:
✓ Identify the root causes behind staffing challenges such as inaccurate forecasts, broken intraday plans, and reactive scheduling that lead to inefficiency.
✓ Discover practical strategies to move beyond firefighting, including how to shift from button-pushing tactics to strategic workforce management.
✓ Learn how to leverage skill optimization, AI-routing, and real-time agility in a realistic, no-hype way to build a resilient and scalable workforce model.
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