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# Solid Rock Consulting

The WFM People

## Sitemaps

- [XML Sitemap](https://solidrockco.net/sitemap.xml): Contains all public & indexable URLs for this website.

## Posts

- [WFM Strategy: The "How-To" Power Play (Highest Score Potential)](https://solidrockco.net/wfm-strategy-the-how-to-power-play-highest-score-potential/) - Master AI potential with a proven WFM Strategy. Learn why human planning is the secret to scaling automation and reducing costs in your Contact Center.
- [Erlang C Isn’t Dead, But WFM Leadership Has Evolved Beyond It](https://solidrockco.net/erlang-c-isnt-dead-but-wfm-leadership-has-evolved-beyond-it/) - Erlang C Isn’t Dead, but it can’t solve the AI reality alone. Learn how modern WFM leadership uses judgment and context to drive performance.
- [Workforce Management: Consulting vs Tech Resellers](https://solidrockco.net/workforce-management-consulting-vs-tech-resellers/) - Workforce management consulting drives better CX than tech resellers. See why operational discipline — not software — is the real key to performance.
- [The RTA and Its Importance](https://solidrockco.net/the-rta-and-their-importance/) - Authored by: Juanita ColeyGuest Interview: Dan SmitleyHey there, WFM folks! Welcome to another edition of Tipsy Thursday blog! Today, we’re diving into the world of RTA – Real-Time Adherence. Ever wondered what it is and why it’s so important in today’s dynamic work environments? Well, buckle up because we’re about to uncover all the juicy
- [What are the Key Characteristics of a Successful WFM Person?](https://solidrockco.net/what-are-the-key-characteristics-of-a-successful-wfm-person/) - Authored by: Juanita ColeyGuest Interview: Jay SilvaHey, hey, hey guys, and welcome to another episode of WFM Tipsy Thursdays! And we’re here to share valuable insights and tips to help you excel in the world of workforce management.This week, we’re diving into a topic that is crucial for anyone in the workforce management field: What
- [AI and Cloud Migrations are upon us, and it impacts your CAREER](https://solidrockco.net/ai-and-cloud-migrations-are-upon-us-and-it-impacts-your-career/) - Authored by: Juanita ColeyWelcome back to another episode of Tipsy Thursdays, where we dive into the latest trends and insights that are all about EX, CX and Workforce Management. Today, we will be talking about a topic that’s becoming increasingly relevant in today’s tech-driven world: AI and cloud migrations. This shift is not just a buzzword;
- [How to Choose the Right CX Metrics: A Strategic Approach](https://solidrockco.net/how-to-choose-the-right-cx-metrics-a-strategic-approach/) - Choosing the right CX metrics isn’t just about picking numbers; it’s about strategically aligning those metrics with
- [Expert Advice for BPO Partnerships: Why Workforce Management Should Be A Top Priority](https://solidrockco.net/expert-advice-for-bpo-partnerships-why-workforce-management-should-be-a-top-priority/) - 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?"
- [Breaking Down Five9's Analyst Briefing: What You Need to Know](https://solidrockco.net/breaking-down-five9s-analyst-briefing-what-you-need-to-know/) - Breaking Down Five9's Analyst Briefing: What You Need to Know - Solid Rock Consulting
- [The Power of Purpose, People, and Technology Driving Results](https://solidrockco.net/the-power-of-purpose-people-and-technology-driving-results/) - The event was a rally where 40,000 Black women quickly organized a virtual gathering on Zoom and raised $1 million in just 2.5 hours....Read more
- [Zoom Workplace: Transforming Work into a Human Experience](https://solidrockco.net/zoom-workplace-transforming-work-into-a-human-experience/) - In today’s fast-paced work environment, where remote and hybrid work setups are becoming the norm, the need for seamless communication and collaboration tools has never been more critical. Zoom has taken a giant leap forward with the introduction of Zoom Workplace, a collaboration platform with AI Companion capabilities aimed at reimagining teamwork and enhancing the
- [What is an Arrival Pattern?](https://solidrockco.net/what-is-an-arrival-pattern/) - Authored by: Juanita ColeyGuest Interview: Jenn JonesHey, hey, hey guys and welcome to another WFM Tipsy Thursdays! In this week’s episode, we’re diving into the importance of understanding call arrival patterns for effective staffing and scheduling. Buckle up, because this episode is packed with insights that will transform how you view call volume forecasting and
- [Customer Care Dilemma: To Hire a VA or Build In-House?](https://solidrockco.net/customer-care-dilemma-to-hire-a-va-or-build-in-house/) - Authored by: Juanita ColeyHey there fellow business owners, Juanita Coley here! So, let’s talk about a dilemma many of us face: handling customer communication. Picture this – you’re running a business with around 500 clients, and every day, your inbox and phone are bombarded with inquiries, messages, and calls. You’ve got a Virtual Assistant (VA)
- [Who is more important, the Employee or the Customer?](https://solidrockco.net/who-is-more-important-the-employee-or-the-customer/) - Authored by: Juanita ColeyHey there, welcome back to another episode of Tipsy Thursdays! In this week’s episode, we’re diving into a question that sparked quite a debate on social media recently:Who’s more important, the employee or the customer?The Great Debate: Employees vs. Customers Now, if you’ve been following me online, you know I like to keep
- [WFM and Impacts on EX](https://solidrockco.net/wfm-and-impacts-on-ex/) - Authored by: Juanita ColeyGuest Interview: Matt ArmbrusterWelcome back to another episode of Tipsy Thursdays where we talk everything about WFM, EX and CX!. In this episode, we will dive into the world of Workforce Management (WFM) and its profound impact on Employee Experience (EX). Often misunderstood or underestimated, WFM plays a crucial role in shaping
- [Verint TimeFlex Bot: Redefining Contact Center Agent Scheduling with AI](https://solidrockco.net/verint-timeflex-bot-redefining-contact-center-agent-scheduling-with-ai/) - Verint® has unveiled a groundbreaking solution to revolutionize contact center operations. The recent announcement at Enterprise Connect 2024 introduced the Verint TimeFlex Bot, a sophisticated AI-powered tool designed to redefine agent scheduling flexibility and elevate the employee experience to unprecedented heights. Empowering Agents with Flexibility At the heart of the Verint TimeFlex Bot lies a novel concept:
- [What is EX (Employee Experience)?](https://solidrockco.net/what-is-ex-employee-experience/) - Authored by: Juanita ColeyHey there! Welcome back to another episode of Tipsy Thursdays. This week, we’re diving into a topic that’s been buzzing around lately: Employee Experience. I recently got asked about it, and then, just a couple of days later, I stumbled upon a post discussing it. So, let’s hop into it and really
- [Open Platform, Open Possibilities: Verint's Vision for a Silo-Free Workforce Management](https://solidrockco.net/open-platform-open-possibilities-verints-vision-for-a-silo-free-workforce-management/) - “We are still a Workforce Management company; we just have a bigger workforce to manage,” my absolute favorite response came from Dan Bodner as he answered a question at the recent Verint Analyst Days 2024 event in Dallas. I’ve heard him address this question countless times since Verint embarked on the mission to be an
- [RingCentral Revolutionizes Business Communications with AI-Powered RingEX](https://solidrockco.net/ringcentral-revolutionizes-business-communications-with-ai-powered-ringex/) - In a groundbreaking announcement at Enterprise Connect 2024, RingCentral, Inc. unveiled its latest innovation: RingEX, the rebranded flagship solution enriched with real-time AI capabilities under the name RingSense™ AI. This transformation marks a significant leap forward in the realm of business communications, positioning RingCentral as a pioneer in integrating AI across phone systems, messaging, meetings,
- [Working Happy at Zoom Speed!](https://solidrockco.net/working-happy-at-zoom-speed/) - As I reflect on Zoom Perspectives 2024 (Analyst event), the thought “Working Happy at Zoom Speed,” is what immediately comes to mind.” What does that even mean? It means working in a way that’s intuitive and with the resources you need when you need them! During the pandemic, Zoom became the go to solution for video
- [What is Schedule Adherence?](https://solidrockco.net/schedule-adherence-vs-conformance/) - Authored by: Juanita ColeyGuest Interview: Napoleon MuisaHey there, WFM folks, and welcome back to another episode of Tipsy Thursdays where we talk everything about WFM, EX and CX! In this episode, we’re tackling a common confusion in the realm of scheduling: the difference between schedule adherence and conformance. While these terms may seem interchangeable at
- [Revolutionizing Customer Experience: NICE Enlighten XM Unveiled at Enterprise Connect 2024](https://solidrockco.net/revolutionizing-customer-experience-nice-enlighten-xm-unveiled-at-enterprise-connect-2024/) - At Enterprise Connect 2024, NICE revealed its groundbreaking CX AI solution, NICE Enlighten XM (Experience Memory), poised to redefine customer experience management. Leveraging cutting-edge Large Language Models (LLMs) with deep data memory, Enlighten XM promises to drive hyper-personalized customer journeys, marking a significant leap forward in CX technology. Understanding Enlighten XM NICE Enlighten XM represents a paradigm
- [When Should a Company Start Considering WFM?](https://solidrockco.net/when-should-a-company-start-considering-wfm/) - Authored by: Juanita ColeyHey there, and welcome back to another episode of Tipsy Thursdays! I’m thrilled to have you join me as we dive into yet another essential topic for any business: Workforce Management, or WFM. This week, we’re going to talk about when a company should start considering WFM. So, grab your favorite drink,
- [Microsoft Unveils New UC Features at Enterprise Connect 2024](https://solidrockco.net/microsoft-unveils-new-uc-features-at-enterprise-connect-2024/) - The recently concluded Enterprise Connect 2024 event served as a platform for Microsoft to unveil its latest innovations in business communication and collaboration tools. As businesses increasingly prioritize efficient communication solutions, Microsoft is at the forefront, providing groundbreaking features to streamline operations and enhance productivity. Microsoft Teams Phone and Unified Communications A highlight of Microsoft’s showcase was
- [Five9 Launches GenAI Studio: Revolutionizing the Contact Center with Customizable Generative AI](https://solidrockco.net/five9-launches-genai-studio-revolutionizing-the-contact-center-with-customizable-generative-ai/) - In a groundbreaking move unveiled at Enterprise Connect 2024, Five9, renowned provider of the Intelligent CX Platform, has announced the launch of their newest offering: GenAI Studio. This innovative solution marks a significant leap forward in the realm of contact center technology, offering unprecedented levels of customization, control, and responsible AI integration.Addressing the Need for
- [What is a KPI?](https://solidrockco.net/what-is-a-kpi/) - Authored by: Juanita ColeyGuest Interview: Chris CrosbyHey there, WFM folks! Welcome back to another episode of Tipsy Thursdays, where we talk about of all things WFM, EX and CX with a dash of insight and strategy. Today, we’re uncorking the bottle on a topic that’s essential for anyone steering the ship of customer experience: KPIs.
- [What is FTE?](https://solidrockco.net/what-is-fte/) - Authored by: Juanita ColeyGuest Interview: Tony KnightHey there, WFM folks, and welcome back to another episode of Tipsy Thursdays where we talk everything about WFM, EX, and CX! In this episode, we’re pouring over the concept of FTE – Full-Time Equivalent. But hold on to your glasses because we’re not just talking numbers; we’re also
- [How to implement a Successful WFM Training Program](https://solidrockco.net/how-to-implement-a-successful-wfm-training-program/) - Authored by: Juanita ColeyGuest Interview: Frank SmithHey there, WFM folks, and welcome back to another episode of Tipsy Thursdays where we talk everything about WFM, EX, and CX! In this episode, we will talk about implementing a successful Workforce Management (WFM) training program, as well as how to craft one that sets you up for
- [What is Erlang?](https://solidrockco.net/what-is-erlang/) - Authored by: Juanita ColeyGuest Interview: Umar TariqHey there, WFM folks! Welcome back to Tipsy Thursdays, where we talk everything about WFM, EX and CX! In this episode we’re uncorking the mystery around Erlang, a powerful tool often shrouded in misconception and myth within the realm of business operations. What is Erlang? Erlang isn’t some esoteric force or mystical power;
- [Innovation Without Disruption: Insights from Avaya's Analyst Event](https://solidrockco.net/innovation-without-disruption-insights-from-avayas-analyst-event/) - If you’ve been around the call center space for any length of time, Avaya is a name you’re likely very familiar with. I remember years ago while working in a call center as an RTA (Real Time Analyst), part of my job was to update agent skills based on queue wait times. Now this may
- [WFM and QM: What are the Impacts?](https://solidrockco.net/wfm-and-qm-what-are-the-impacts/) - Authored by: Juanita ColeyGuest Interview: Chafik AbdellaouiHey there, WFM folks! Welcome back to another exciting edition of Tipsy Thursdays, your go-to source for all things WFM, EX, and CX!Today, we’re diving deep into the impacts of WFM (Workforce Management) and QM (Quality Management) and debunk some common myths surrounding them. These two pillars play a
- [What is ASA and can It Ever be Tooo Good?](https://solidrockco.net/what-is-asa-and-can-it-ever-be-tooo-good/) - Authored by: Juanita ColeyGuest Interview: Derrick StatonHey there, WFM folks, and welcome back to another episode of Tipsy Thursdays where we talk everything about WFM, EX, and CX! In this episode, we’re popping the cork on a topic that’s central to customer service excellence: Average Speed of Answer (ASA). But hold on tight, because we’re
- [What is OCC and the Impacts to EX?](https://solidrockco.net/what-is-occ-and-the-impacts-to-ex/) - Authored by: Juanita ColeyGuest Interview: Mark WilliamsHey there, WFM folks! Welcome to another edition of Tipsy Thursdays, where we talk everything about WFM, EX, and CX! Today, we’re diving into a topic that’s often overlooked but holds immense importance in the realm of contact center management: Occupancy, or OCC for short. Let’s unpack what OCC
- [What is CCaaS and how does It Impact your WFM Strategy?](https://solidrockco.net/what-is-ccaas-and-how-does-it-impact-your-wfm-strategy-2/) - Authored by: Juanita ColeyGuest Interview: Manoj BhatiaHey there, WFM folks! Welcome to another edition of Tipsy Thursdays, where we talk everything about WFM, EX and CX!So, you’ve probably heard all the buzz about CCaaS, but what exactly is it and how does it affect your WFM strategy? Let’s dive in and unpack this whole thing.What
- [What is ACW and should We be Tracking it?](https://solidrockco.net/what-is-acw-and-should-we-be-tracking-it/) - Authored by: Juanita ColeyGuest Interview: Jonathan HallHey there, WFM folks! In this edition of Tipsy Thursday blog, we’ll talk about ACW and explore why this often underestimated phase of customer service – sometimes even deemed worthy of elimination for some – is actually crucial. First, What is ACW? So, you just had a chat with a customer,
- [Scheduling Best Practices in a 24/7 Call Center](https://solidrockco.net/scheduling-best-practices-in-a-24-7-call-center/) - Authored by: Juanita ColeyGuest Interview: Allan JuarezHey 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 to keep both
- [What is the MOST Important Call Center Metric?](https://solidrockco.net/what-is-the-most-important-call-center-metric/) - Authored by: Juanita ColeyGuest Interview: Todd HixsonHey 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 Resolution (FCR) to
- [WFM influence on Employee Experience and the Trickle down Impacts to Customer experience and Business Profitability](https://solidrockco.net/wfm-influence-on-employee-experience-and-the-trickle-down-impacts-to-customer-experience-and-business-profitability/) - Authored by: Juanita ColeyGuest Interview: Sean IlenreyHey 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, ultimately, padding those
- [What is the Role of Forecasting?](https://solidrockco.net/what-is-the-role-of-forecasting/) - Authored by: Juanita ColeyGuest Interview: Alec BowmanFirst 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. Therefore, the impacts are limited.
- [What is FCR and Why Should We Care?](https://solidrockco.net/what-is-fcr-and-why-should-we-care/) - Authored by: Juanita ColeyGuest Interview: Adrien SeldonWhat 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 essentially a crucial quality metric
- [What is ABN, and How does it Impact your CX and Business Profitability?](https://solidrockco.net/what-is-abn-and-how-does-it-impact-your-cx-and-business-profitability/) - Authored by: Juanita ColeyGuest Interview: Irina MateevaABN, 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 is answered AFTER a certain
- [What is Shrinkage and How to Leverage it in Your WFM Strategy?](https://solidrockco.net/what-is-shrinkage-and-how-to-leverage-it-in-your-wfm-strategy/) - Authored by: Juanita ColeyGuest Interview: Todd HixsonIn 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. So, let’s dive
- [What is SL and Choosing the Right One](https://solidrockco.net/what-is-sl-and-choosing-the-right-one/) - Authored by: Juanita ColeyIn 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 for an “acceptable” standard
- [What is AHT? And How Does It Impact Your Customer and Employee Experience?](https://solidrockco.net/what-is-aht-and-how-does-it-impact-your-customer-and-employee-experience/) - Authored by: Juanita ColeyAHT, 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 are talking about
- [Employee Engagement Unleashed: Proven Strategies for Real Results!](https://solidrockco.net/employee-engagement-unleashed-proven-strategies-for-real-results/) - What are some effective strategies for boosting employee engagement?
- [Solid Rock Consulting and Zoom Video Communications, Inc. Forge Game-Changing Collaborations to Revolutionize the Contact Center Industry](https://solidrockco.net/winter-haven-fl-10-2-23/) - Miami, FL – October 2, 2023 Solid Rock Consulting, a trailblazing force in Workforce Management & contact center consulting, proudly announces its monumental collaboration with Zoom Video Communications, Inc., an all-in-one intelligent platform. This collaboration marks a pivotal moment in the contact center industry, a convergence of cutting-edge technology and unmatched domain expertise. Zoom, renowned
- [Solid Rock Consulting has partnered with tech giant Five9 to increase tech functionality among contact centers.](https://solidrockco.net/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
- [Solid Rock Consulting has partnered with 8x8 Inc., a leading integrated cloud contact center.](https://solidrockco.net/solid-rock-consulting-has-partnered-with-8x8-inc-a-leading-integrated-cloud-contact-center/) - Miami, FL – September 13, 2023 Solid Rock Consulting, a preeminent contact center consulting firm, is proud to announce its partnership with 8x8, Inc., a leading integrated cloud contact center and unified communications platform provider, as a member of the 8x8 Technology Partner Ecosystem. This groundbreaking alliance is set to transform the contact center industry
- [Redefining Customer Experience: Insights from NICE Interactions - CX in the City Event](https://solidrockco.net/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,
- [4/26 L&L Webinar Link](https://solidrockco.net/4-26-ll-webinar-link/)
- [Verint WFM Class / Event Scheduler | Lunch & Learn | 2-27-23 Replay](https://solidrockco.net/verint-wfm-class-event-scheduler-lunch-learn-2-27-23-replay/)
- [Verint QM Class / Leveraging Hierarchical View | Lunch & Learn | 3-14-23 Replay](https://solidrockco.net/verint-qm-class-leveraging-hierarchical-view-lunch-learn-3-14-23-replay/)
- [Verint WFM - Notification Rules](https://solidrockco.net/verint-wfm-notification-rules/) - In this Lunch & Learn, we will discuss how to configure the Verint system to automatically notify users when various WFM events occur.
- [Verint QM - Notification Rules](https://solidrockco.net/verint-qm-notification-rules/) - In this Lunch & Learn, we will discuss how to configure the Verint system to automatically notify users when a new interaction or evaluation is available.
- [Verint WFM - Campaign Pooling](https://solidrockco.net/verint-wfm-campaign-pooling/) - In this Lunch & Learn, we will discuss how to leverage campaign pooling which will allow you to utilize employees from one campaign on a secondary campaign based on the need of both campaigns.
- [Verint QM - The "Magic Checkbox"](https://solidrockco.net/verint-qm-the-magic-checkbox/) - In this Lunch & Learn, we will discuss a frequently overlooked QM configuration setting.
- [Juanita Coley, PropelHER Pitch Competition 2023 Finalist](https://solidrockco.net/propelher-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
- [It’s not the “Great Resignation” rather the “Great VALUATION....](https://solidrockco.net/its-not-the-great-resignation-rather-the-great-valuation/) - It’s not the “Great Resignation” rather the “Great VALUATION” employers should concern themselves with” Employers around the world are in dire straits trying to solve for what has been called the “Great Resignation” when what we really should be looking to solve for is the “Great Valuation” (yes, I made that up…. It’s what I
- [Does Poor Leadership Impact The Customer Experience? With Cameron Farrar](https://solidrockco.net/does-poor-leadership-impact-the-customer-experience-with-cameron-farrar/) - Juanita Coley: Hey, guys, and welcome back to Call Center Chronicles. I'm super excited to have you with us here today. Man, we've been having such an excellent conversation. Would you guys agree if you're joining in with us alive today, so we're streaming on Facebook, we're streaming on YouTube, LinkedIn, so follow us? Okay,
- [Systems, Engineering and Missiles Oh My! With Samantha Lickteig](https://solidrockco.net/systems-engineering-and-missiles-oh-my-with-samantha-lickteig/) - Juanita Coley: Hey, guys, and welcome to Call Center Chronicles. It is Juanita Coley here, again the founder of Solid Rock Consulting in show guests. So, I'm super excited to have you all with me today. We've been having some great guests come on the show after show. Today is no different. We got to
- [I Can't Code But I Love Tech...Now What? - With Hosanna Hali](https://solidrockco.net/i-cant-code-but-i-love-tech-now-what-with-hosanna-hali/) - Juanita Coley: Hey guys. Welcome to call center Chronicles. We are on episode 6. We've been having some episodes and I'm super excited for our guests that we have today. Last week we talked through just some amazing things as we talked with Genefa talking through the new call center and the technology and by
- [It Was All A Dream...With Donald Spann](https://solidrockco.net/it-was-all-a-dream-with-donald-spann/) - Juanita Coley: Thank you so much for joining us here at Call Center Chronicles. I'm super excited about today's guest, my mind is just super blown by all of the things that he's been able to accomplish. Last week we talked to Hosanna Hali. She works at Microsoft, she does a lot of different things
- [Call Center Unicorns](https://solidrockco.net/call-center-unicorns/) - Juanita Coley: Thank you so much Ebony for being with me today. Tell us a little bit more about yourself. Introduce yourself. Tell us more about you. Ebony Langston: Thank you for having me. I was backstage jam into the intro. So, I'm super excited to be here Juanita, so I am Ebony Langston, and
- [The post pandemic 'new normal' in the contact center industry.](https://solidrockco.net/the-post-pandemic-new-normal-in-the-contact-center-industry/) - Juanita Coley: So, Joel, thank you so much for joining us here today. Tell us a little bit more about yourself. And what did you think about history lesson? Joel Richardson: Yes, let's go to the history lesson first. The moral of that story from what I'm taking from you Juanita with the patents where
- [Up Up and Away - The Five9 Way](https://solidrockco.net/up-up-and-away-the-five9-way/) - Juanita Coley: Hey! We are in episode five, that is right. We're in episode five and today we are talking through more of technology and how it's shaping the call center world and so I'm super excited. We have Genefa Murphy with us, the CMO of Five9. Okay. I'm kind of fan Girling a little
- [Managing The Human Resources In The Pandemic](https://solidrockco.net/managing-the-human-resources-in-the-pandemic/) - Juanita Coley: I can hear you better now. Yes. Orlando Haynes: Thank you so much for the opportunity. I feel fantabulous as well, if I can steal that from you. So, you trade market, I'll give you the credit. So yes, so as you said, Orlando Haynes on the Talent Acquisition Manager for one of
- [Maybe It IS Rocket Science](https://solidrockco.net/maybe-it-is-rocket-science/) - Dr. Tara Ruttley: I’ve loved space since probably I was in 3rd grade. I remember there were lots of spacewalks that I used to watch on TV. And the astronauts and their big white spacesuits and the big American flag on the side. Just made it look like something I wanted to be a part
- [Quality Management: What is it and why is it important to every Contact Center.](https://solidrockco.net/quality-management-what-is-it-and-why-is-it-important-to-every-contact-center/) - Contact Center Quality Management (QM) is the systematic process used to track and analyze agent interactions (calls, emails, and chats) with customers to ensure that they are meeting expectations. On average, only three to five interactions per agent are reviewed every month and are used to get a broad sense of that agent’s performance. From
- [Desktop Process Analytics: What is it and how it can help to QM your back office.](https://solidrockco.net/desktop-process-analytics-what-is-it-and-how-it-can-help-to-qm-your-back-office/) - Desktop Process Analytics (DPA) analyzes how long an agent uses each of their application resources during a call, such as their dialer application, CRM, email, internet browser activity, databases, and so on. DPA allows leadership to identify which software is being under utilized or not being used at all. Once they have that data, the
- [Audit 3 Calls per Month or 1000 Calls per Month?](https://solidrockco.net/audit-3-calls-per-month-or-1000-calls-per-month/) - Let Automated Quality Monitoring (AQM) make the decision easy. Automated Quality Monitoring (AQM) is fairly new technology that is a combination of Speech Analytics and Quality Management, both of which we’ve covered in previous blog posts. Speech Analytics (Speech) is something every Contact Center could benefit from. However, it does have limitations and that’s why
- [Speech Recognition Software](https://solidrockco.net/speech-recognition-software/) - What every Contact Center needs it to efficiently transcribe calls and identify trends. In a 2018 study conducted by Microsoft Corporation on the state of customer service globally, they found that 44% of people surveyed in the United States prefer phone or voice to any other customer service method. That’s an important stat for Contact
- [The Top 3 Issues Affecting Contact Center Expenses](https://solidrockco.net/the-top-3-issues-affecting-contact-center-expenses/) - Are you a Contact Center director/executive banging your head against the wall struggling to crack the code on why your center is missing KPIs and goals and operating over budget month after month? As you know, Contact Centers are on the front lines of customer service. While no company ever sets out to operate over
- [Intelisys | Women In Technology](https://solidrockco.net/intelisys-women-in-technology/) - Yesterday I had the privilege and honor of speaking to a room full of extraordinary women! I went to Frisco...
- [The “WFM Impact” Methodology](https://solidrockco.net/the-wfm-impact-methodology/) - (What do you mean this thing does much more!?!?) Note: This blog was written by Juanita Coley and originally published on SWPP.org back in 2016. Only minor updates have been made, but the information is just as pertinent today as it was then. Have you ever bought a new phone and didn't fully understand all
- [Intelisys | Women In Technology](https://solidrockco.net/intelisys-women-in-technology-2/) - Yesterday I had the privilege and honor of speaking to a room full of extraordinary women! I went to Frisco, TX to deliver a message of triumph, inspiration, and hope and left with sisters! A very special thank you to Kelli McMillian of Five9 & founder of Xposure Inclusion & Diversity Council and Heather Shelby

## Pages

- [Homepage](https://solidrockco.net/) - Solid Rock Consulting, The WFM People™️. We simplify WFM, creating exceptional CX/EX, and boosting business growth. Step into success with us.
- [Events](https://solidrockco.net/events/) - Events AI in the Wild: Denver Denver, CO July 13, 2026 Request Invite CRMxchange Series Virtual July 15, 2026 Reserve Your Seat
- [Self Assessments​](https://solidrockco.net/self-assessments/) - Self Assessments Assessements She was able to guide us to solutions we were not sure would even exist and advised us on how to best utilize this new system. View more Staff Assessements She was able to guide us to solutions we were not sure would even exist and advised us on how to best
- [Services](https://solidrockco.net/service/) - Build Your CX & EX Strategy on a Solid Foundation Wherever you are on the journey, from community to full WFM outsourcing. We’ll meet you there and build with you along the journey with proven discipline, clear frameworks, and measurable outcomes. Not sure where to start? Book a Discovery Call Our Services Community & Resources
- [Strategic Development](https://solidrockco.net/service/strategic-development/) - Build the Function. Align It to Outcomes. When your WFM systems are in place but your discipline needs elevation, our Strategic Development services help you build a mature, scalable operation that delivers consistent business results. Design My WFM Strategy Get Your FREE WFM Maturity Score Build the Function. Align It to Outcomes. When your WFM
- [Professional Services](https://solidrockco.net/service/professional-services/) - TECO SUCCESS STORY "We rolled out our new schedule, used as the authority for why the schedules were picked, and saved my team some some man hours, some people hours." Matthew Ferguson Director of WFM, Tampa Electric TECO SUCCESS STORY "We rolled out our new schedule, used as the authority for why the schedules were
- [Resources](https://solidrockco.net/resources/) - Solid Resources Join Our Community Request To Join The Community Get the WFM Go Beyond Bundle Order mine Resources Library Digital Download Solid Rock Blog Posts Read the Latest Post “Win The Week” Weekly Newsletter Subscribe Now Contracting with SRC Subscribe Now Contact Center Job Alerts Subscribe Now Enjoy our Content? Subscribe for FREE to receive future
- [Education](https://solidrockco.net/service/education/) - Workforce management Education: Data, forecasting, scheduling, and capacity planning. Turn WFM into a discipline that drives performance and profit.
- [Community & Resources](https://solidrockco.net/service/community-resources/) - Start with Connection.Build on a Solid Foundation. Every great CX and WFM strategy begins with access—to people, tools, and knowledge. The Solid Rock Community is where leaders, analysts, and operators gather to share best practices, get unstuck, and grow together. Join the Free Community Browse Resources Why This Stage Matters Before implementing complex strategies or
- [Podcast](https://solidrockco.net/podcast/) - Welcome to WFM Tipsy Thursday Welcome to WFM Tipsy Thursday WFM Tipsy Thursday is where we talk about all things related Call Centers and Workforce Management! WFM Tipsy Thursday goes beyond just being a show about workforce management and call center operations. This is a platform for leaders looking to GO BEYOND and push into transformative leadership. Jump straight
- [About us](https://solidrockco.net/about-us/) - About Us Services Media Center Podcast Demos on Demand Press Courses Events Resources Blogs Free Downloads Self Assessments About Us Services Media Center Podcast Demos on Demand Press Courses Events Resources Blogs Free Downloads Self Assessments Contact us now! We Fix Workforce Planning. Period. Most companies believe they have a customer experience challenge but what
- [Books](https://solidrockco.net/books/) - Resource Library CLEAR™ Data Framework Read Now IACT™ Framework Read Now The CX & WFM Leader’s Survival Guide Read Now Skill Optimization Audit Read Now New Line Of Business Readiness Checklist Read Now Building a WFM Function Read Now WFM Navigator ™ vs Building In-House Read Now The Art Of Strategic Communication Read Now The
- [WFM Navigator™](https://solidrockco.net/service/wfm-navigator/) - Your Workforce Management Team Done Right, Done with You. WFM Navigator™ delivers expert forecasting, scheduling, and intraday management so your leaders can focus on strategy, CX, and results! See If You Qualify When You Need Results, Not More Uncertainty Growing contact centers often reach a point where: ✅ Demand is increasin ✅ KPIs are slipping
- [Demos on Demand](https://solidrockco.net/demos-on-demand/) - Welcome to Demos On Demand Where Vendor Meet Gamification Welcome to Demos On Demand Where Vendor Meet Gamification Hello, and welcome to the official website of the most exhilarating online software showcase on YouTube – Demos On Demand! Hosted by the ever-charismatic Juanita Coley, the brilliant CEO of Solid Rock Consulting, our show brings the riveting world of enterprise software into the spotlight.
- [Media center](https://solidrockco.net/media-center/) - Media Center Welcome to our Media center. Our goal with our content is always and forever to make contact center and it’s technology a mainstream conversation. We have 2 shows designed to take you behind the scenes of contact center life. See you on the inside. Call Center Chronicles More than just a source of
- [Flipbook -WFM: Go Beyond E-Book](https://solidrockco.net/flipbook-wfm-gobeyond-ebook/) - WFM: Go Beyond E-Book
- [Flipbook - The CLEAR™ Framework](https://solidrockco.net/the-clear-framework/)
- [Flipbook - IACT Framework](https://solidrockco.net/iact-framework-flipbook/)
- [WFM Navigator vs Building In-House](https://solidrockco.net/wfm-navigator-vs-building-in-house/)
- [Terms of Use](https://solidrockco.net/terms-of-use/) - Terms of Use Effective Date16 / 07 / 2025Acceptance of TermsBy using our mobile application (the “App”), you agree to these Terms of Use and our Privacy Policy. If you do not agree, do not use the App.Description of ServiceThe App provides access to online educational content for personal, non-commercial use.Account ResponsibilitiesYou agree to provide
- [Blogs](https://solidrockco.net/blogs/) - The Newest from Solid Rock Consulting Read More Solid Rock Blogs 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 Read More » Contact Center WFM
- [Press](https://solidrockco.net/press/) - Solid Rock Press Press Release Solid Rock Consulting and Zoom Video Communications, Inc. Forge Game-Changing Collaborations to Revolutionize the Contact Center Industry Miami, FL – October 2, 2023 Solid Rock Consulting, a trailblazing force in Workforce Management & contact center consulting, proudly announces its monumental collaboration with Read More » Press Release Solid Rock Consulting
- [Newsletters](https://solidrockco.net/newsletters/) - Newsletters Solid Insights Newsletter February 2024 Read more Solid Insights Newsletter March 2024 Read More Solid Insights Newsletter February 2024 Read More Solid Insights Newsletter January 2024 Read More Solid Insights Newsletter December 2024 Read More Solid Insights Newsletter November 2023 Read More Solid Insights Newsletter October 2023 Read more Solid Insights Newsletter September 2023 Read More Solid Insights
- [Solid Insights Newsletter March 2024](https://solidrockco.net/solid-insights-newsletter-march-2024/) - Welcome to Solid Insights March 2024 Subscribe to future newsletters Hey there, Solid Rockstars! Hey, Hey, Hey, Guys! And Welcome to SRC’s March Newsletter! Alright WFM folks! Gather ’round, because it’s time for another whirlwind adventure through the wacky world of Workforce Management! Grab your coffee (or tea, or whatever magical elixir that gets you
- [Verint Training](https://solidrockco.net/verint-training/) - Your One-Stop Hub for All Your Verint Training Needs. Close the User Adoption Gap! Dive Straight In Solid Rock Consulting is a registered Verint Partner Verint Training at SRC: As an official Verint Partner, we at Solid Rock Consulting focus on Solution & Discipline. We’re experts in the discipline of WFM and the training of
- [Solid Insights Newsletter February 2024](https://solidrockco.net/solid-insights-newsletter-february-2024/) - Welcome to Solid Insights February 2024 Subscribe to future newsletters The Contact Center Whisperer’s Corner Hey there, Solid Rockstars! Hey, Hey, Hey, Guys! And Welcome to SRC’s February Newsletter! Alright, buckle up, folks! February is knocking on our doors, and we’re about to dive headfirst into the wild adventure that is this month. Picture it like embarking
- [Solid Insights Newsletter January 2024](https://solidrockco.net/solid-insights-newsletter-january-2024/) - Welcome to Solid Insights January 2024 Subscribe to future newsletters The Contact Center Whisperer’s Corner Hey there, Solid Rockstars! Hey, Hey, Hey, Guys! And Welcome to SRC’s January Newsletter! We’ve heard it all before…… “New Year, New Me” and we all know that one person who, every year, has the SAMMMMEEEE goals and never makes any progress
- [Solid Insights Newsletter December 2023](https://solidrockco.net/solid-insights-newsletter-december-2023/) - Welcome to Solid Insights December 2023 Subscribe to future newsletters The Contact Center Whisperer’s Corner Hey there, Solid Rockstars! Hey, Hey, Hey Guys! and Welcome to SRC’s December’s Newsletter! The Holiday’s are upon us and EOD no longer means End Of Day. EOD now means End of December! Lol….. Many have checked out until the New
- [Solid Insights Newsletter November 2023](https://solidrockco.net/solid-insights-newsletter-november-2023/) - Welcome to Solid Insights November 2023 Subscribe to future newsletters The Contact Center Whisperer’s Corner Hey there, Solid Rockstars! Hey Hey Hey Guys and Welcome to SRC’s November Newsletter The holidays are upon us! So before we hop in I want to challenge your “servant” leadership mentality. When was the last time you showed someone compassion?According to
- [Solid Insights Newsletter October 2023](https://solidrockco.net/solid-insights-newsletter-october-2023/) - Welcome to Solid Insights October 2023 Subscribe to future newsletters The Contact Center Whisperer’s Corner Hey there, Solid Rockstars! Hey Hey Hey Guys and Welcome to SRC’s October Newsletter Last month you all wrote in about all kinds of topics ranging from WFM and Quality! I selected 4 of the most intriguing to answer in video format
- [Solid Insights Newsletter September 2023](https://solidrockco.net/solid-insights-newsletter-september-2023/) - Welcome to Solid Insights September 2023 Subscribe to future newsletters Hey there, Solid Rockstars! As we leap into September, I can’t help but feel a surge of excitement for what lies ahead for all of us in the contact center industry. These are thrilling times, filled with innovation, transformation, and, most importantly, limitless opportunities to
- [Solid Insights Newsletter August 2023](https://solidrockco.net/solid-insights-newsletter-august-2023/) - Welcome to Solid Insights August 2023 Subscribe to future newsletters Hey there, Solid Rockstars! Welcome to the August edition of Solid Insights – your monthly dose of contact center awesomeness! 🚀 This month, we’re amped up about three mega themes that are setting the industry on fire: Embracing Innovation, Navigating Change, and Elevating Customer Experiences.
- [Solid Insights Newsletter June 2023](https://solidrockco.net/solid-insights-newsletter-june-2023/) - Welcome to Solid Insights June 2023 Subscribe to future newsletters Foreword from Juanita Coley, CEO, Solid Rock Consulting Hello and welcome! The business world is ever-evolving, and at Solid Rock Consulting, we’re committed to growing and evolving alongside it. It is my pleasure to bring to you another edition of Solid Insights, where we keep you
- [Solid Insights Newsletter July 2023](https://solidrockco.net/solid-insights-newsletter-july-2023/) - Welcome to Solid Insights July 2023 Subscribe to future newsletters Dear Solid Rock Consulting Community, Welcome to the July edition of Solid Insights, our monthly newsletter designed to keep you up to date with the latest industry trends, technologies, and strategies. As we celebrate Independence Day this month, we have prepared an exciting lineup of
- [Solid Insights Newsletter May 2023](https://solidrockco.net/solid-insights-newsletter-may-2023/) - Welcome to Solid Insights May 2023 Subscribe to future newsletters It is with great pleasure that I welcome you to the first edition of our newsletter! As the CEO of Solid Rock Consulting, I am honored to have the opportunity to share with you our insights and updates on the latest developments in our industry. At
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## Events

- [CRMxchange Webinar Panel](https://solidrockco.net/event/ai-in-the-wild-special-guest-calabrio/)
- [CRMxchange & SWPP Virtual Conference](https://solidrockco.net/event/crmxchange-swpp-virtual-conference/)
- [Verint L&L](https://solidrockco.net/event/verint-ll/)
- [ICMI Expo](https://solidrockco.net/event/icmi-exp/)
- [WebexOne 2025 Event](https://solidrockco.net/event/webexone-2025-event/)
- [Verint Engage 2025](https://solidrockco.net/event/verint-engage-2025/)
- [CRMXchange](https://solidrockco.net/event/crmxchange-4/)
- [SRC Verint Lunch n Learn: Forecasting Tips & Hacks](https://solidrockco.net/event/src-verint-lunch-n-learn-forecasting-tips-hacks/)
- [Capacity Planning 101](https://solidrockco.net/event/capacity-planning-101/)
- [SRC Verint Lunch n Learn: Org Management](https://solidrockco.net/event/verint-lunch-learn/)
- [Intro to Workforce Planning](https://solidrockco.net/event/intro-to-workforce-planning/)
- [Chamber WIN Expo](https://solidrockco.net/event/chamber-win-expo/)

## Testimonials

- [Mark Lee](https://solidrockco.net/testimonial/mark-lee/) - Juanita has an innovative mind and is quick to assess a more efficient manner for completing tasks. She’s dedicated to efficiency
- [Andy Dignan](https://solidrockco.net/testimonial/andy-dignan/) - We are proud to partner with Solid Rock Consulting to help businesses reimagine CX in this new era of contact center transformation.
- [Twyla White](https://solidrockco.net/testimonial/twyla-white/) - She was able to guide us to solutions we were not sure would even exist and advised us on how to best utilize this new system.

## Categories

- [Uncategorized](https://solidrockco.net/category/uncategorized/)
- [Juanita Coley](https://solidrockco.net/category/juanita-coley/)
- [Contact Center](https://solidrockco.net/category/contact-center/)
- [Webinar](https://solidrockco.net/category/webinar/)
- [Youtube Vids](https://solidrockco.net/category/youtube-vids/)
- [Press Release](https://solidrockco.net/category/press-release/)

## Tags

- [press release](https://solidrockco.net/tag/press-release/)
- [8x8](https://solidrockco.net/tag/8x8/)
- [press](https://solidrockco.net/tag/press/)
- [zoom](https://solidrockco.net/tag/zoom/)
- [employee experience](https://solidrockco.net/tag/employee-experience/)
- [customer experience](https://solidrockco.net/tag/customer-experience/)

## Venue locations

- [Orlando](https://solidrockco.net/venue-location/orlando/)
- [Virtual](https://solidrockco.net/venue-location/virtual/)
- [TBD - onsite](https://solidrockco.net/venue-location/tbd-onsite/)
- [San Diego](https://solidrockco.net/venue-location/san-diego/)