FIRST CONTACT: Stories of the Call Center
Hosted by Christian Montes
Episode 10 | Season 3

Leading the Change for Women in Tech, with Juanita Coley

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Let’s redefine what employee experience looks like and, and starting to have that more consultative approach and education approach because we’re trying to solve the same thing 

Juanita Coley, CEO & Founder Solid Rock Consulting

Juanita-round

About the Guest

Juanita Coley

CEO & Founder Solid Rock Consulting

Juanita is the CEO and founder of Solid Rock Consulting, a WFM consulting firm. When she’s not busy winning the 2022 “Most Influential Technology Advisors”, she’s constantly on a mission to normalize women in tech and leadership roles and make a positive, purposeful impact. She is also the host of the Call Center Chronicles and she just released a new project: The Road to the Crown – a must-see documentary!

About the episode

Leading the Change for Women in Tech, with Juanita Coley

Here we are, at the end of another fascinating season grounded in knowledge and inspiration. This is episode 10 of First Contact Podcast, where we’re diving deep into workforce management in contact centers with one of the most prolific women speakers of this type of enterprise solution, the Contact Center Whisperer and expert – Juanita Coley. Juanita is the CEO and founder of Solid Rock Consulting, a WFM consulting firm. When she’s not busy winning the 2022 “Most Influential Technology Advisors”, she’s constantly on a mission to normalize women in tech and leadership roles and make a positive, purposeful impact. Join us for a talk on the power of workforce management, the gap in technology, jargon in IT and much more!

Transcript

coming soon

Key Takeaways

#1 The gap between the real world and IT Solutions

Juanita talks about the gap between what she says is the real world and what the solution tech stacks offer in the marketplace. And there's almost this idea where tech companies don't realize, or they don't want to admit that that gap exists. And in doing so, it leaves obviously room for consultants and businesses.

In figuring out the IT processes and then where technology makes sense to put it in play.

But companies stand a chance: translating that and adapting it to the customer. Not the buttons, not the features or the functions, but the outcomes.

#2 In figuring out the IT processes and then where technology makes sense to put it in play. But companies stand a chance: translating that and adapting it to the customer. Not the buttons, not the features or the functions, but the outcomes.

People or organizations have to first start looking at the resources that they have internally and then defining that workforce management process. It can be quality, speech, contact center, customer experience, employee experience, it can be so many different things.

People or organizations have to first start looking at the resources that they have internally and then defining that workforce management process. It can be quality, speech, contact center, customer experience, employee experience, it canbe so many different things.

#3 Less paralysis by analysis, more action

One of the things that Juanita sees big organizations do is they do a lot of talking and not enough doing. And so they want to get past doing a lot of talking about what we're gonna do and start doing what we say they're gonna do. Less paralysis by analysis, and more action.

#4 The use of jargon within the IT industry

As a sales tactic, the use of tech jargon to confuse people so that they default to the 'like and knowing' factor. A lot of vendors are not able to keep up because they are selling based off of jargon and it doesn't make sense to the average consumer and buyer.

More and more vendors from technology companies are starting to educate on the process: this is what customer experience looks like, redefining what employee experience looks like, starting to have a more consultative approach and education approach because all the technologies.

#5 Juanita's mission to normalize women in tech

Juanita brings the facts to table, and it seems like when it comes to women and even minority groups involved in technology, the truth is that they're underrepresented, with less than 38% in technology and 15% in the C-suite.

She gives an overview on the characters involved in this future of tech: on one side, the people, whether it’s men, women, race, regardless of what it is. And on the other side, the company, the technology with it’s product and services.

#6 Companies that foster a healthy future tech environment

What traits or things can companies do that help them be able to take on the future of the tech? And then on the tech side, how can they foster that healthy environment? Juanita brings some insights on this.

Working with community partners that are already there doing the work, working with different group communities and minorities, makes your organization more valuable because you have more perspective than you normally would have.

Related resources

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