Contact Center
Erlang C Isn’t Dead, But WFM Leadership Has Evolved Beyond It
For decades, Erlang C has been the backbone of Workforce Management. It gave us structure, predictability, and a way to answer: ‘How many people do
For decades, Erlang C has been the backbone of Workforce Management. It gave us structure, predictability, and a way to answer: ‘How many people do
In today’s contact center landscape, automation is often treated as a synonym for reduction. The common narrative suggests that as Generative AI handles more interactions,
Why the Difference Matters for CX Leaders Author: Juanita Coley, Solid Rock Consulting, CEO Workforce management is the foundation of every successful contact center. Yet many CX leaders
Customer Experience (CX) is at the forefront of business success today. But with so many metrics to choose from, how do you determine which ones
Recently, I came across a question that caught my attention: “What’s the best advice you would give to someone just starting a BPO partnership?” This
Last week, Five9 held an analyst briefing that was nothing short of epic. Now, for those of us who might have missed it (I was
© 2023 All Rights Reserved Solid Rock Consulting.