According to Genesys, workforce management (WFM) is a way of strategically optimizing employee productivity to ensure that human resources are in the right place at the right time. Juanita Coley, founder, and CEO, of Solid Rock Consulting, defined WFM in her No Jitter article as the art and science of ensuring a company has the right people with the right skills doing the right task at the right time. And she’s passionate about telling companies why having the proper WFM solution in place matters.
At her first-ever Enterprise Connect, Coley shared her story with attendees on how she dipped her foot in the contact center world.
