{"product_id":"9781952903670","title":"Wfm: Go Beyond","description":"\u003cb\u003eJuanita Coley - The Contact Center Whisperer\u003c\/b\u003e\u003cbr\u003eFrom teen mom to \u003ci\u003eMrs. Corporate America\u003c\/i\u003e, Juanita Coley's journey in Workforce Management (WFM) is a story of resilience, innovation, and transformation. Known as the \"Contact Center Whisperer,\" Juanita built her expertise from the ground up-starting as a call center agent, discovering a Blue Pumpkin user guide, and cultivating a passion for WFM that would lead her to shape operational strategies for industry giants. Now, as CEO and Founder of Solid Rock Consulting, she's sharing her 20+ years of WFM mastery to drive real impact. \u003cb\u003eWFM: Go Beyond\u003c\/b\u003e takes you through the foundational principles of Workforce Management while inviting you to explore its strategic influence on Customer and Employee Experience (CX and EX). This isn't just a guide to the core functions of WFM; it's a transformative toolkit for anyone-whether you're new to WFM or a seasoned professional-looking to design meaningful impact within their organization. Through two powerful sections, \u003ci\u003eWFM: Go Beyond\u003c\/i\u003e will equip you to: \u003cul\u003e\n\u003cli\u003eMaster the core pillars of WFM, from data gathering and forecasting to scheduling and real-time management.\u003c\/li\u003e\n\u003cli\u003eElevate your approach, using WFM to bridge CX, EX, and business profitability for a human-centered experience.\u003c\/li\u003e\n\u003c\/ul\u003eDrawing from real-life insights, Juanita delivers actionable strategies for designing a WFM program that's not only efficient but strategically aligned with broader business goals. Ready to understand WFM's transformative potential? Dive into \u003ci\u003eWFM: Go Beyond\u003c\/i\u003e, and harness WFM by design-bringing lasting impact to your business, your team, and your career. \u003ci\u003eLet's go make impact!\u003c\/i\u003e","brand":"Live Limitless Publishing","offers":[{"title":"Default Title","offer_id":46424296030449,"sku":"9781952903670","price":29.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0674\/5433\/7265\/files\/9781952903670_p0.jpg?v=1765870271","url":"https:\/\/shop.barnesandnoble.com\/products\/9781952903670","provider":"Barnes \u0026 Noble","version":"1.0","type":"link"}