Today’s interview is with Juanita Coley, who is best known as the “Contact Center Whisperer” and is also the CEO and Founder of Solid Rock Consulting, a workforce management consulting firm. Juanita joins me today to talk about the inside track on what customer service agents like or don’t like about their jobs, the implications of those findings, what contact center leaders should be focusing on/doing to help improve their employees’ (agents) experience and why we should be talking about and leaning into the voice of the agent (VoA) amongst a bunch of other things.

This interview follows on from my recent interview – The challenge with conversational analysis in the Nordics – Interview with Tue Martin Berg of Capturi – and is number 491 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.