Solid Rock Consulting

Scheduling Best Practices in a 24/7 Call Center Authored by: Juanita Coley Guest Interview: Allan Juarez Hey there, WFM Warriors! In this edition of Tipsy Thursdays, we’re delving into the dynamic world of call centers and uncover the secrets of effective scheduling. As a seasoned veteran of the 24/7 call center hustle, I’ve picked up a trick or two about juggling schedules […]

What is the MOST Important Call Center Metric? Authored by: Juanita Coley Guest Interview: Todd Hixson Hey there, WFM warriors! In today’s Tipsy Thursday blog, we’re on a mission to unravel the mystery behind the MOST important call center metric. When it comes to call centers, there’s a myriad of metrics that are often touted as the most important. From First Call […]

WFM influence on Employee Experience and the Trickle down Impacts to Customer experience and Business Profitability Authored by: Juanita Coley Guest Interview: Sean Ilenrey Hey there, WFM warriors! In today’s Tipsy Thursday blog, let’s dive and explore how Workforce Management (WFM) is not just a behind-the-scenes discipline but in fact, a key player in shaping the overall success of a business. From enhancing employee experience to influencing customer satisfaction and, […]

What is the Role of Forecasting? Authored by: Juanita Coley Guest Interview: Alec Bowman First of all, What is Forecasting?  Before we delve deeply into the role of forecasting, let’s discuss WHAT forecasting is.  Too many times, individuals and organizations alike don’t have a clear picture of the difference between what forecasting is and the role of forecasting and forecasters. […]

What is FCR and Why Should We Care? 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? 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? 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 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? 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 […]