Oct 20, 2021Intelisys | Women In TechnologyAre you creating a space where others can flourish and thrive while taking extreme ownership and doing your own individual part?
Oct 6, 2021It’s not the “Great Resignation” rather the “Great VALUATION....It’s not the “Great Resignation” rather the “Great VALUATION” employers should concern themselves with” Employers around the world are in...
May 15, 2021Does Poor Leadership Impact The Customer Experience? With Cameron FarrarJuanita Coley: Hey, guys, and welcome back to Call Center Chronicles. I'm super excited to have you with us here today. Man, we've been...
May 8, 2021Systems, Engineering and Missiles Oh My! With Samantha LickteigJuanita Coley: Hey, guys, and welcome to Call Center Chronicles. It is Juanita Coley here, again the founder of Solid Rock Consulting in...
May 1, 2021I Can't Code But I Love Tech...Now What? - With Hosanna HaliJuanita Coley: Hey guys. Welcome to call center Chronicles. We are on episode 6. We've been having some episodes and I'm super excited...
Apr 25, 2021It Was All A Dream...With Donald SpannJuanita Coley: Thank you so much for joining us here at Call Center Chronicles. I'm super excited about today's guest, my mind is just...
Apr 17, 2021Call Center Unicorns Juanita Coley: Thank you so much Ebony for being with me today. Tell us a little bit more about yourself. Introduce yourself. Tell us...
Apr 11, 2021The post pandemic 'new normal' in the contact center industry.Juanita Coley: So, Joel, thank you so much for joining us here today. Tell us a little bit more about yourself. And what did you think...
Apr 3, 2021Up Up and Away - The Five9 WayJuanita Coley: Hey! We are in episode five, that is right. We're in episode five and today we are talking through more of technology and...
Mar 27, 2021Managing The Human Resources In The Pandemic Juanita Coley: I can hear you better now. Yes. Orlando Haynes: Thank you so much for the opportunity. I feel fantabulous as well, if I...
Mar 20, 2021Maybe It IS Rocket Science Dr. Tara Ruttley: I’ve loved space since probably I was in 3rd grade. I remember there were lots of spacewalks that I used to watch on...
Jan 31, 2021Quality Management: What is it and why is it important to every Contact Center.Contact Center Quality Management (QM) is the systematic process used to track and analyze agent interactions (calls, emails, and chats)...
Jan 15, 2021Desktop Process Analytics: What is it and how it can help to QM your back office.Desktop Process Analytics (DPA) analyzes how long an agent uses each of their application resources during a call, such as their dialer...
Dec 31, 2020Audit 3 Calls per Month or 1000 Calls per Month?Let Automated Quality Monitoring (AQM) make the decision easy. Automated Quality Monitoring (AQM) is fairly new technology that is a...
Dec 19, 2020Speech Recognition Software What every Contact Center needs it to efficiently transcribe calls and identify trends. In a 2018 study conducted by Microsoft...
Nov 17, 2020The Top 3 Issues Affecting Contact Center ExpensesAre you a Contact Center director/executive banging your head against the wall struggling to crack the code on why your center is missing...
Oct 19, 2020The “WFM Impact” Methodology (What do you mean this thing does much more!?!?) Note: This blog was written by Juanita Coley and originally published on SWPP.org back...