Episode 43: Employee Experience in Contact Centers with Juanita Coley

CX, AI, and Outsourcing

In this episode of the CX AI and Outsourcing Podcast, host John Walter engages with Juanita Coley, a renowned figure in workforce management. Juanita, known for her deep understanding of employee experience, shares her journey from a call center agent to a consultant at Solid Rock Consulting. The discussion delves into the intricacies of employee experience, its influence on customer support, and strategies for nurturing a positive and productive workplace.

Outline:

1. Introduction to Juanita Coley
   • John Walter's admiration for Juanita's content and influence.
   • Juanita's background as a call center agent and her journey towards workforce management.
2. The Genesis of Juanita's Career
   • Starting in the call center during high school.
   • The impact of early experiences on her passion for employee experience.
3. Defining Employee Experience
   • Juanita's perspective on what constitutes a genuine employee experience.
   • The significance of employee perception beyond company statements and policies.
4. The Interconnection of Employee and Customer Experience
   • How employee satisfaction directly impacts customer interactions and service quality.
   • The importance of aligning company strategies with employee well-being.
5. Career Advancement and Employee Development
   • The role of micro-training and clear career pathways in employee growth.
   • Addressing the gap between skills and leadership in workforce management.
6. The Influence of Purpose and Vision
   • The critical role of purpose in driving employee motivation and customer satisfaction.
   • Juanita's approach to consulting through the lens of workforce management.
7. Empowering Employees in a Commoditized Industry
   • Challenges and strategies in enhancing employee experience in outsourced environments.
   • The balance between operational efficiency and employee fulfillment.
8. Conclusion and Contact Information
   • John's closing thoughts and appreciation for Juanita's insights.
   • How to connect with Juanita for further guidance and expertise.

To follow Juanita on LinkedIn, here's her profile: https://www.linkedin.com/in/juanitacoley/
To learn more about Solid Rock Consulting, here's a link:
https://solidrockco.net/
To follow John on LinkedIn, here's his profile:
https://www.linkedin.com/in/jowalter/