What is FCR and Why Should We Care?
https://youtu.be/-VQ5ttLvILg Authored by: Juanita Coley Guest Interview: Adrien Seldon What is FCR? FCR is an acronym for First Contact Resolution, a metric that businesses use to assess the rate at which customer inquiries (calls, email, chats, etc.) are successfully resolved on the first attempt without requiring additional follow ups. To keep this simple, FCR is […]
What is ABN, and How does it Impact your CX and Business Profitability?
https://youtu.be/BfcsFVvTEl8 Authored by: Juanita Coley Guest Interview: Irina Mateeva ABN, the abbreviation for Abandon or Abandonment, holds significant implications for businesses, particularly in Workforce Management (WFM). In the world of WFM, Abandonment occurs when a customer disconnects from a call. For a call to be considered abandoned, the caller must disconnect BEFORE the call […]
What is Shrinkage and How to Leverage it in Your WFM Strategy?
https://youtu.be/MIdUUd9_-xM Authored by: Juanita Coley Guest Interview: Todd Hixson In the hustle and bustle of the business world, one term that often pops up, especially in the BPO sector (Business Process Outsourcing), is “Shrinkage.”It might sound like something from a sci-fi movie, but it’s a crucial aspect of workforce management that businesses need to grasp. […]
What is SL and Choosing the Right One
https://youtu.be/e0HDAxPrCm8 Authored by: Juanita Coley In the fast-paced world of business and technology, ensuring a seamless and efficient relationship between service providers and customers is paramount. This is where Service Level (SL) plays a crucial role. What is SL? SL is an acronym for Service Level. Service level is a performance target setting a goal […]
What is AHT? And How Does It Impact Your Customer and Employee Experience?
https://youtu.be/mGJ8Fbgfkdc Authored by: Juanita Coley AHT, short for Average Handle Time, is a measurement or metric used to determine how long it takes an employee to handle a customer interaction. These interactions can range from phone calls, emails, chats, back-office tasks, etc. However, generally, when you hear AHT mentioned in the call center world we […]
Employee Engagement Unleashed: Proven Strategies for Real Results!
Question: What are some effective strategies for boosting employee engagement? Thee Contact Center Whisperer Response: Employee Engagement Unleashed: Proven Strategies for Real Results! If you’ve heard me say it once you’ve heard me say it twice! Without an employee experience (EX) strategy your CX (customer experience) strategy is TRASH! I meant it then and I […]
Redefining Customer Experience: Insights from NICE Interactions – CX in the City Event
Hey hey, hey, everyone! I’m delighted to bring you the insights and knowledge I garnered from the eagerly awaited ‘Nice Interactions – CX in the City’ event that graced the vibrant city of New York. An eventful day it was, packed with sessions that reverberated with the energy and potential of the CX world. However, […]
Juanita Coley, PropelHER Pitch Competition 2023 Finalist
A Beacon of Inspiration: Juanita Coley, CEO of Solid Rock Consulting, Emerges as a Finalist in the PropelHER Pitch Competition 2023 We are thrilled to share the news that Juanita Coley, the trailblazing CEO of Solid Rock Consulting, has earned her place as a finalist in the esteemed 2023 PropelHER Pitch Competition. This prestigious event is celebrated for […]
Solid Rock Consulting has partnered with tech giant Five9 to increase tech functionality among contact centers.
WINTER HAVEN, FL – Solid Rock Consulting is a privately held, workforce management and consulting firm that has been helping businesses start, grow and scale their operations by implementing and optimizing contact center technology since 2012. Employing a passion to maximize company operations, identify businesses’ highest value opportunities while addressing their most critical challenges; Solid […]
