Solid Rock Consulting

Welcome to Solid Insights

August 2023

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. Find out about Nice’s Enlighten Actions Industry Benchmarks and we take a look at 8×8’s newest capabilities and enhancements to 8×8 Supervisor Workspace, Analytics Tools and Reports! 

1.Feature Topic: Navigating Change

Let’s cut to the chase: Innovation isn’t optional – it’s the jet fuel for your contact center success! Dive deep into the coolest tech trends that’ll turbocharge your interactions, supercharge agent productivity, and leave your customers grinning from ear to ear. 

2.Industry Update – How 8×8 and Nice are fuelling change!

Change is the only constant, especially in the contact center world. This month, we’re serving up strategies to stay ahead, seize opportunities, and ride the waves of transformation with ease. Make sure you’re plugged into our webinar, “Navigating Change in the Contact Center Industry,” coming up on August 16th. 

3.Demos on Demand

Spark your independence with our Demos on Demand feature. Experience the liberation of witnessing our cutting-edge contact center technologies firsthand. Discover how these solutions can revolutionize your operations, streamline workflows, and empower your team to deliver exceptional customer experiences. Contact our team today to schedule your personalized demo and unlock the path to success. 

4.Product Spotlight: Mastering Contact Center Operations with our Bespoke WFM Accelerator Program and Managed Services

Elevating your customer game just got easier! We’re thrilled to unveil our enriched Workforce Management (WFM) Accelerator Program and robust managed services designed to revolutionize the way contact centers operate. 

5.Contact Center Chronicles

Here’s the ultimate tip: Don’t miss our super-exclusive new season of the Contact Centre Chronicles, featuring rockstar guest speakers from the industry! 🎸 You won’t want to snooze on this electrifying experience. 

6.Verint Mini Training:

Set your workforce management capabilities free with our exclusive Verint Mini Training sessions. Our experienced trainers will guide you through essential features and best practices that will optimize your scheduling, forecasting, and agent performance. Take this opportunity to elevate your skills and empower your team to reach new heights of efficiency and success. 

As always, we’re here to keep rocking your contact center to new levels of greatness! 🤘 Thanks for being part of our awesome community! 

Stay Solid!  

Juanita Coley 

CEO, Solid Rock Consulting 

Feature Topic: Navigating Change in the Contact Centre: Unleashing Innovation 

Change is the only constant, and in the dynamic world of contact centers, this saying holds more truth than ever. With advances in technology and shifts in customer behavior, it’s crucial to stay on top of trends and proactively adapt. Here are some tips to effectively navigate change: 

  1. Embrace Technology: Integrate AI and machine learning to improve efficiency and customer service. Use predictive analytics to understand your customers better, and leverage chatbots for handling routine queries.
  2. Train & Retrain: As technology evolves, so should your workforce. Regular training sessions on new software, emerging trends, and changing protocols are crucial.
  3. Prioritize Customer Experience: Always keep your customers at the heart of your operation. Leverage technologies like CRM and omnichannel support to provide a seamless and personalized customer experience.
  4. Build a Flexible Culture: Change is easier when your team is open to it. Foster a culture that values adaptability, learning, and innovation.
  5. Listen to Feedback: Feedback from both customers and employees can provide invaluable insights into what works and what needs improvement. Make feedback channels easily accessible and act on the insights you gain.

Supercharge with Solid Rock Consulting’s WFM Accelerator Program 

At Solid Rock Consulting, we understand the challenges of change. That’s why we’ve developed our Workforce Management (WFM) Accelerator Program, a solution designed to guide your contact center through the ebbs and flows of transformation. 

Optimized Operations: Our WFM Accelerator Program ensures your operations run smoothly, even amidst change. By analyzing historical data and trends, we help you predict staffing needs and schedule your workforce efficiently. 

Enhanced Training: Our program includes comprehensive training modules to keep your team updated on the latest tech and best practices, so you’re always prepared for what’s next. 

AI-Powered Innovation: We use AI and machine learning to help you understand your customers’ needs better, predict future trends, and create more effective strategies. 

Seamless Customer Experience: Our program ensures a consistent, seamless experience for your customers, no matter what changes are happening behind the scenes. 

In the fast-paced world of contact centers, it’s not just about navigating change – it’s about leveraging it to your advantage. With Solid Rock Consulting and our WFM Accelerator Program, you can turn change into your secret weapon for exceptional customer experiences and unmatched efficiency. 

So why wait? Transform your contact center today! Click here to learn more about our WFM Accelerator Program and to schedule a free consultation with our team. 

Industry Update: Embrace the Innovation How 8×8 and Nice are fuelling change! 

Welcome to our fresh and exciting section on industry updates and analysis! This month, we spotlight a key player that’s ramping up the game in cloud contact center and unified communications – the 8×8 XCaaS (eXperience Communications as a Service™) cloud platform. 

  1. Enhanced Customer and Employee Experiences

8×8 has announced several new improvements to the XCaaS platform, all aimed at enriching customer and employee experiences. These include upgrades to the 8×8 Supervisor Workspace, contact center analytics tools, agent performance tracking, and customer journey mapping. 

Our take: These enhancements will empower contact center leaders with a comprehensive, data-driven view of their operations, which will lead to faster decision-making and improved performance. The customized, user-friendly design, coupled with the platform’s accessibility, signifies a move towards a more personalized, efficient, and remote-friendly contact center environment. 

  1. Global Reach Extended

8×8 has further extended its Global Reach™ capabilities with the addition of South Korea. The company now provides full cloud Public Switched Telephone Network (PSTN) support in 59 countries, offering local direct numbers, toll-free numbers, calling plans, and local emergency services support. 

Our take: This expansion reinforces 8×8’s commitment to providing seamless communication experiences across borders. This ability to cater to a global clientele will undoubtedly be a boon for multinational organizations striving to maintain consistency in their communication services. 

  1. Upgrades to 8×8 Contact Center

8×8 Contact Center has seen a multitude of updates. From the recently launched 8×8 Supervisor Workspace to enhancements in analytics and reporting capabilities, these upgrades aim to increase efficiency and productivity. 

Our take: The introduction of advanced features like embedded trend analysis and personalized environments will allow for faster corrections, superior performance, and an individualized workspace, making it an invaluable tool for modern contact centers. 

  1. Unified Communications Updates

8×8 has also upgraded its unified communications offerings, including the 8×8 Admin Console and 8×8 Work, and has introduced the 8×8 Web Dialer Chrome Extension. 

Our take: By prioritizing simplicity, accessibility, and efficiency, these updates will help streamline the workflow of contact center teams, boosting productivity and enhancing the customer experience. 

  1. Enhancements to 8×8 CPaaS Communications APIs

8×8 Connect Automated Data Center Region Detection and Updated WhatsApp Templates are the latest enhancements to the 8×8 CPaaS communications APIs. 

Our take: With the automatic data center region detection and updated WhatsApp templates, 8×8 has displayed its focus on improving operational efficiency and aligning costs with business needs, providing organizations with greater control over their customer interactions and data management. 

8×8’s recent updates serve to highlight the essential role of unified communications in providing seamless customer and employee experiences. As we move forward, we expect to see more advancements in cloud contact center solutions, with a focus on personalization, data-driven decision-making, and global reach. 

NICE Introduces Generative AI-Powered “Enlighten Actions Industry Benchmarks,” Allowing Brands a Unique Way to Create Stronger Brand Loyalty 

NICE, a leading player in the customer experience industry, and their announcement about ‘Industry Benchmarks’. These new features promise to significantly augment the capabilities of their AI-powered platform, Enlighten Actions. 

  1. Enlighten Actions: Industry Benchmarks

NICE is enhancing Enlighten Actions by providing brands with a comprehensive way to compare their operations with industry standards using large language models. By doing so, they’re enabling businesses to interact conversationally with data and build stronger brand loyalty. 

Our take: This ability to interact with data in a more accessible, conversational manner is a game-changer. By making data more relatable and less intimidating, companies can encourage a broader range of employees to leverage insights in their decision-making, leading to smarter, data-driven strategies. 

  1. Benchmarking: Know Where You Stand

Enlighten Actions Industry Benchmarks provides companies with access to anonymized interaction data from more than 75 industries. With this feature, businesses can holistically compare their operations with those in their specific vertical. 

Our take: Access to such benchmark information gives companies an unparalleled opportunity to understand their service level in the context of their industry, ultimately leading to more efficient service, improved training, and cost reduction through self-service. 

  1. Differentiating Customer Experience

Barry Cooper, President of the CX Division at NICE, emphasizes the importance of ensuring the highest level of service to build and increase brand loyalty. He views the addition of Industry Benchmarks to Enlighten Actions as a critical step forward in enhancing and optimizing customer experience. 

Our take: We concur with Barry. This new feature can help companies identify their strengths and weaknesses, align their strategies with industry best practices, and create a differentiated customer experience that elevates their brand. 

  1. Harnessing the Power of AI

Dan Miller, lead analyst at Opus Research, highlights how the use of conversational AI can improve employee performance and bottom-line results. The new Industry Benchmarks open up broad opportunities for executives to harness the power of generative AI and large language models. 

Our take: This new feature is another testament to the growing importance of AI in driving competitive advantage. Companies that effectively harness the power of AI in their operations stand a good chance of delivering superior customer and employee experiences. 

NICE’s Industry Benchmarks are a promising step towards leveraging AI and comprehensive industry data to optimize customer experience. As the CX landscape continues to evolve, such tools will become crucial for businesses looking to stay ahead of the curve. 

NEW! Demos On Demand! 

We hope you’re always on the lookout for innovative software solutions that can boost your business performance – because we’ve got the perfect resource for you! 

Introducing Demos On Demand, a unique YouTube show that turns enterprise software discovery into a thrilling game show experience. Hosted by the vibrant Juanita Coley, CEO of Solid Rock Consulting, our show features leading software vendors who answer critical questions about their products, providing live demos all within a thrilling 30-minute deadline. 

Here’s why Demos On Demand should be your go-to resource when looking for your next software solution: 

  1. Be Informed: Get firsthand demonstrations of a wide array of enterprise software from industry-leading vendors. It’s like having your own personal software expo at your fingertips! 
  2. Ask and Interact: Our platform allows viewers to ask questions and engage with software vendors directly. If you’ve got a query about a product, there’s no better place to have it answered. 
  3. Stay Updated: We cover everything from well-established products to the latest disruptors in the software market. Keep up-to-date with the ever-evolving software landscape. 
  4. Learn and Enjoy: With our energetic game show format, learning about software solutions becomes an entertaining experience! 

Ready to turn the often daunting task of software discovery into a fun and enlightening journey? Subscribe to Demos On Demand on YouTube today and join us for our next exciting episode. Let’s turn software demos into an unforgettable experience! 

We look forward to you joining our Demos On Demand community! 

Product Spotlight: Mastering Contact Center Operations with our Bespoke WFM Accelerator Program and Managed Services 

Elevating your customer game just got easier! We’re thrilled to unveil our enriched Workforce Management (WFM) Accelerator Program and robust managed services designed to revolutionize the way contact centers operate. 

WFM Accelerator Program: Building Capabilities, Driving Excellence 

The WFM Accelerator is not just a product; it’s an immersive program tailored to empower your team with the knowledge, skills, and discipline required to master the art and science of WFM. Here’s how we’re redefining WFM training: 

  1. Comprehensive Training: Our program covers every aspect of WFM, from understanding the fundamentals to mastering complex functionalities. Our experts provide hands-on training, ensuring your team has the proficiency to navigate WFM tools efficiently. 
  2. Guided Implementation: As part of our program, we guide your team through the practical implementation of WFM strategies. We provide a roadmap to transform theory into action, enabling your team to leverage WFM tools to enhance operational efficiency. 
  3. Continuous Engagement: Learning is a journey, not a destination. Our Accelerator Program is designed to foster continuous engagement, encouraging your team to stay up-to-date with evolving WFM trends, thereby promoting continuous learning and improvement. 

Managed Services: A Partner in Your Journey 

Our Managed Services go beyond traditional support; we partner with you in your journey towards contact center excellence: 

  1. Bespoke Solutions: We understand that every contact center has unique needs and challenges. That’s why our managed services are customized to your specific requirements, ensuring you get the most out of our partnership. 
  2. 24/7 Support: We provide round-the-clock support to ensure your operations run smoothly. Our experts are always available to assist with any queries or challenges you may face. 
  3. Continuous Training: As part of our commitment to your success, we conduct regular training sessions. These sessions keep your team abreast of the latest in WFM technology, strategies, and best practices. 

Our WFM Accelerator Program and Managed Services are here to empower your contact center to consistently deliver exceptional customer experiences and operational efficiency. The future of contact center operations is here. Are you ready to be part of it? 

Start your journey towards contact center excellence with us today. Click here to learn more about our WFM Accelerator Program and Managed Services, and schedule your free consultation! 

SEASON 6 of Contact Center Chronicles is here!!! 

More than just a source of technical knowledge, Call Center Chronicles is at the forefront of championing diversity in the industry. We are passionately committed to empowering women, promoting their role in leadership positions in tech, and encouraging more inclusion in the call center arena. 

 Prepare to dive deep into call center operations, be captivated by our exciting industry leaders, be inspired by our women leaders, and join the conversation in driving change in the industry. Welcome to Call Center Chronicles, the future of call center discussions! 

In essence, Call Center Chronicles is not just a show; it’s a movement. It’s about changing the narrative, breaking barriers, and creating a space where everyone, especially women, can thrive in the call center and tech world. Join us and be part of this exciting journey! 

Verint Training at SRC: 
Dive into Excellence with Verint Mini’s 

Still on the fence about investing in full configuration training? 
Don’t worry, we’ve got the perfect stepping-stone for you!  

The Verint Live Training Mini Packages are designed for you!  These mini training packs offer a tantalizing taste of our full, comprehensive training program. At an incredibly accessible price, these packs are the perfect opportunity to experience the immense potential Verint systems offer to elevate your organization’s performance and customer satisfaction.  

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 Verint’s products. We help you adopt your Verint solution strategically so that you realize results faster.  

These exclusive Skill Boosters are offered in two convenient modules: 

4-Hour Skill Booster

$ 1,000
  • Get a flavor of our intensive training program with this condensed 4-hour module, offering key insights into vital Verint applications such as Workforce Management, Speech Analytics, Quality Management, and Desktop and Process Analytics (DPA).

8-Hour Skill Booster

$ 2,000
  • Double the insights, double the value!

    Dive deeper into the world of Verint with this extended module, covering all areas from the 4-hour pack with greater depth and detail.

Why work with us? 

  • We are a trusted Verint education partner. 
  • We train the full WFO suite of Verint products. 
  • Many of our trainers have worked directly as users of the solution giving them real-world, hands-on experience. This allows for out-of-the-box use cases for training and configuration. 
  • Many of our trainers have used other WFO solutions, making transitioning from one solution to the Verint solution a breeze.  
  • Our trainers collectively have over 50 years of training and consulting experience. 

Solid Events – Know what is happening 

Calabrio C3 Customer Conference

October 22-25, 2023
Minneapolis, Minnesota

Discover what Calabrio can do for your business. Whether you're looking to improve operational efficiency, gain deeper customer insights, or simply enhance your overall customer experience, Calabrio has the tools to help you achieve your goals.

Don't miss this opportunity to connect, collaborate, and catalyse change at C3.

Wrapping Up August with Solid Insights 

Solid Rockstars, we’re signing off the August edition of Solid Insights on a high note! As we navigated through the realms of Embracing Innovation, Navigating Change, and Elevating Customer Experiences, we hope you found immense value in our insights, news updates, and spotlight features. 

From examining the fascinating contact center tech trends, discussing our strategies for effective change management, to shining a spotlight on our bespoke WFM Accelerator Program and Managed Services, this month has been filled with knowledge, revelations, and exciting opportunities. 

And if that wasn’t enough, we are equally excited for the new season of Contact Centre Chronicles! We’re confident you’ll benefit from the insights shared by industry leaders in the series. If you haven’t already, make sure you tune in. 

As we move into September, let’s continue to drive change, encourage innovation, and aim to provide unmatched customer experiences. Remember, the future of the contact center industry is here, and we’re thrilled to navigate this journey together. 

As always, we’re here to support you. If you have any queries or need assistance, do not hesitate to reach out. We’re just a call or an email away. 

Thank you for being a part of our journey. Your trust fuels our passion to deliver the best. Stay tuned for the next edition of Solid Insights packed with more exciting updates and industry know-how. 

Until then, keep rocking! 

Juanita Coley

CEO, Solid Rock Consulting 

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