Defining the Human Experience w/Juanita Coley

Juanita and Marc discuss the power dynamic between agents and customers, the importance of maintaining a connection to technology, and how honing in on the human experience transforms the contact center. Juanita Coley, a.k.a. The Contact Center Whisperer, is the founder of Solid Rock Consulting, whose mission is to normalize women in tech and leadership roles. Her 14 year career began as a call center agent and has progressed to a consulting role, bringing new efficiencies and optimizations to corporations and household brands like United Health Care, Optum, Walgreens, Liberty Medical, and many more. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message