WFM Go Beyond Reveals: 'How To Get Operational Efficiency Without Sacrificing Company Culture'
WFM Go Beyond
Build a Predictable Workforce Management System That Scales.
A practical WFM framework designed for CX leaders to improve forecast accuracy, stabilize service levels, and align staffing to real demand—based on the “Go Beyond” methodology used by high-performing operations.
Most Workforce Management strategies don’t fail because teams aren’t trying hard enough—they fail due to inconsistent processes, unclear ownership, and a gap between data and day-to-day decision-making.
Without a structured WFM approach, organizations struggle with overstaffing, understaffing, and unpredictable service levels that frustrate customers and burn out employees.
WFM Go Beyond is not just a book, it’s a practical system that bridges the gap between raw data and real-world execution. We help you turn forecasting, capacity planning, and scheduling into consistent, high-level operational performance.
THE MAIL BOOK:
The Foundation
A structured introduction to modern Workforce Management. Master the “Go Beyond” 5-pillar framework covering forecasting, capacity planning, scheduling, and intraday execution.
THE INTERACTIVE WORKBOOK:
The Accelerator
Turn concepts into action. Stop building from scratch with guided exercises, workload-based forecasting templates, and capacity planning tools you can apply directly to your operation, whether you have a dedicated WFM team or not.
WFM CHARADES GAME:
The Alignment Tool
A gamified training tool designed to help teams and stakeholders understand core WFM concepts. Perfect for improving cross-functional alignment and accelerating the adoption of best practices across your organization.
"What this book does so well is explain not only what we do but why we as WFM leaders do it and our IMPACT!" - Todd Hixson
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Why This Book Completes What You Started
Get your FREE copy of WFM Go Beyond™ — the field guide that expands on the CLEAR & IACT frameworks from today’s webinar.
Apply the CLEAR Data™ Framework
Connect data, eliminate silos, and turn dashboards into actionable insights.
Leverage the IACT™ Framework
Align WEM and Quality programs directly to CX + EX impact.
Strategic Leadership Alignment
Build a WFM strategy that drives measurable business growth and executive confidence.
Confidence Through Clarity
Create visibility that empowers better decisions across your organization.
What Readers Are Saying
"Great reading for anyone who wants to take their WFM strategy to the next level. Set the foundations of the pillars of great WFM teams. I love the "story time". Made it very relatable. If you are a WFM leader wanting to position your team at the exec table, this book tells you how!"
Damon Mclean
"I couldn't wait to get my hands on this book, it was everything I thought it would be"
Sara Martinez
"WM Go Beyond help me understand Workforce Management from a whole new perspective that I had yet to connect the dots on"
Myesha Spinks
Here's What You'll
Discover In The Book
Here's A Sneak Peek of What's Inside:
Section 1
The Foundation
Chapter 1: The Core Four - Unpack the four essential pillars of Workforce Management that form the foundation for operational excellence.
Chapter 2: Pillar 1 Data - Learn how to collect, analyze, and leverage data to drive decisions and create actionable insights.
Chapter 3: Pillar 2 Forecasting - Master the art of accurate forecasting to predict demand, manage resources, and achieve business goals.
Chapter 4: Pillar 3 Scheduling - Learn about the M curve and how to optimize scheduling to balance operational needs and employee satisfaction.
Chapter 5: Pillar 4 Intraday - Navigate the complexities of intraday management to adapt to real-time challenges and maintain efficiency.
Section 2
Going Beyond
Chapter 6: WFM By Design™ - Design a Workforce Management strategy that aligns seamlessly with your organization’s goals and vision.
Chapter 7: Strategic Business Alignment - Connect WFM practices to strategic business objectives, ensuring measurable impact and executive buy-in.
Chapter 8: Customer Experience (CX) - Explore how Workforce Management can elevate customer experiences and drive loyalty.
Chapter 9: Employee Experience (EX) - Learn to equip, empower, and engage employees to build a culture that fosters high performance and retention.
Chapter 10: The AIIM™ Framework - Adopt the AIIM framework to implement, align, and measure AI-driven strategies in Workforce Management.
Chapter 11: Foundations and Beyond - Revisit key learnings and explore actionable steps to continue evolving your WFM program.
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Meet the Author
Juanita Coley
Juanita Coley, known as the “Contact Center Whisperer,” is the CEO and Founder of Solid Rock Consulting. Her journey in Workforce Management (WFM) began in 2006 when she was a teen mom working as a contact center agent. It was during this time that she stumbled upon the user manual for Blue Pumpkin in her cubicle. Intrigued, Juanita asked her manager if she could explore the system, to which they unenthusiastically replied, “if you really want, go ahead.” This moment sparked a passion that would shape her career.
With over 20 years of experience, Juanita has become a “Zen Master” of WFM, driving efficiencies and optimizations for renowned brands such as United HealthCare, Optum, Walgreens, and Liberty Medical. Her impeccable reputation as a subject matter expert has led her to work as a consultant for leading WFM system providers, including Verint and Aspect.
From teen mom to tech maven, Juanita's accolades include being crowned Mrs. Corporate America 2022, receiving the title of Most Influential Tech Advisor, and being recognized as a Top 25 Thought Leader in 2022. She and her team of consultants have a global presence, spanning the United States, Canada, and EMEA.
And now she's sharing these WFM strategies in her book WFM Go Beyond!
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