Solid Rock Consulting

Welcome to Solid Insights

December 2023

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 Year…haha!
If this is you, then I want to give you something to think about.


This is the perfect time of the year to assess 2023 and determine went well and what you have to change going forward. However, don’t just stop there; dig deeper into HOW will you change it and WHAT infrastructure will you put in place to ensure consistency of change. This is applicable whether it’s a personal, business, and/or career goal.


Congrat’s Lori Betz of Cigna

Nomination Submitted: “Lori continues to be the glue within our WFM dept while holding people accountable and making changes happen. She continues to push for others to be consistent and have an enterprise mindset to make sure everyone is following specific guidelines. Not only does Lori rock at WFM but she is the best leader/manager I’ve ever had in my working career. She challenges people to do their best and sees the potential within them to help them grow within WFM.”

Submitted By: Duane Elders

Nominate your next favorite Rockstar -> Submit here <-

A special “Thank You” to Tango for sponsoring our November Rockstar Award!

Q1 Events You should know about:



Discover Software Like Never Before with Demos On Demand! 

Ever wish that discovering enterprise software could be as entertaining as your favorite game show? Well, wish no more! Say hello to Demos On Demand, where software discovery gets a thrilling makeover. 

Hosted by none other than Juanita Coley, our very own CEO at Solid Rock Consulting, Demos On Demand is far more than just another YouTube show—it’s your go-to, interactive guide to the enterprise software world. Picture this: Top-notch vendors taking the stage to answer your burning questions and offer live demos, all packed into an exhilarating 30-minute episode. 

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

  1. Witness Live Demos: Get VIP access to live demonstrations of diverse enterprise software solutions by industry experts. Imagine a personal software expo, but without leaving your desk!
  2. Real-Time Interactivity: No need to jot down questions for later. Our platform allows you to engage directly with vendors in real-time. Get instant answers to your product queries during the show!
  3. Stay Ahead of the Curve: From timeless classics to the newest game-changers, we’ve got you covered. Never miss a beat in the rapidly evolving software industry.
  4. Edutainment at Its Best: Learning meets entertainment in our dynamic game show format. Who says software discovery can’t be fun?

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! 

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. 

SRC’s Corner

Free Resources – Our latest WFM the ebook. Ebook here

Free Verint Adoption Training


Well there you have it folks that’s your SRC Scoop for the month! I’d love to hear from you, though. Do you agree, have more insights on the leadership thoughts?

Leave me a comment below.

Do you want to get my thoughts on your call centers questions and woes?

Submit your questions here -> Enter Submissions Here

Juanita Coley

CEO, Solid Rock Consulting 

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