ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.
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Juanita Coley is best known as the "Contact Center Whisperer" the CEO and Founder of Solid Rock Consulting. Juanita started her journey in the contact center space as a teen mom sitting on the phones answering calls for Mall Of America Simon Gift card. While working as an agent in the call center she stumbled across the user manual Blue Pumpkin sitting in a cubicle. The rest is history. Just like that, Juanita fell in love with the WFM discipline and was down the road to a new passion. Over the next 14+ years Juanita would become a "Zen Master" of all things Workforce Management. She has utilized her talents and brought new efficiencies and optimizations to household brand companies like United HealthCare, Optum, Walgreens, Liberty Medical, and many more. Juanita's impeccable reputation as a world-class subject matter expert earned her positions working as a consultant directly for WFM solutions giants such as Verint and Aspect. From teen mom to tech maven, Mrs. Corporate America 2022, 2022 Most Influential Technology Advisor and 2022 Top 25 Thought Leader. Juanita and her team of consultants have a global presence spanning the US, Canada, and EMEA. While Juanita has had an impressive career she's just getting started. Her mission is to impact a million women & minorities making careers in Tech more visible and accessible, while having a transformative impact on the customer experience industry.