Solid Rock Consulting

Welcome to Solid Insights

July 2023

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 topics that embody the spirit of freedom, empowerment, and growth. Get ready to explore Demos on Demand, Verint Mini Training, and gain valuable industry insights into Zoom and Calabrio. 

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. 

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. 

Industry Insights: Gain freedom from uncertainty as we provide valuable insights into Zoom and Calabrio, two leading platforms in the industry. Our expert analysis will dive deep into the latest advancements, functionalities, and success stories surrounding these platforms. Discover how Zoom can empower your contact center operations, and explore the powerful workforce optimization features of Calabrio. Take control of your contact center future with informed decision-making. 

At Solid Rock Consulting, we are here to support your journey towards operational excellence, enhanced customer experiences, and maximum potential for your contact center. As you celebrate Independence Day, remember that our commitment to providing you with actionable insights and cutting-edge strategies remains unwavering. 

Stay connected with us through Solid Insights, and let us guide you towards achieving freedom, growth, and success in your contact center endeavors. 

Thank you for your continued support, and we eagerly anticipate your feedback and engagement. 

Best regards, 

Juanita Coley CEO, Solid Rock Consulting 

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! 

Boost Your Verint Expertise
with Our Mini
LIVE Training Packs

As you take strides towards harnessing the full power of your Verint systems, we’d like to introduce you to our Verint Mini Training Packs

At Solid Rock Consulting, we’ve designed these 4-hour and 8-hour LIVE training packages to provide a focused, intensive exploration of key Verint applications. They are tailored to give your team a taste of our comprehensive Verint training program

Ready to power-up your team’s skills?

Our Mini LIVE Training Packs are not just about the learning; they’re about the experience.  

Get a flavor of our intensive live training program, offering you tailored trainings for upto 10 coleagues on areas of opportunity whether that is key insights into vital Verint applications such as Workforce Management, Speech Analytics, Quality Management, and Desktop and Process Analytics (DPA). 

You are in control and you get to choose the focus areas. 

Understand the transformative impact our training can bring to your organization and make an informed decision about advancing to our full training program. Think of it as a taste-test before the main course. You get to savor the benefits, witness the improvements, and see for yourself just how much Verint can boost your team’s performance.  

Don’t just take our word for it! 

"We were switching over from using Aspect for over a decade. Juanita had previous knowledge of Aspect so she was able to understand where we were coming from and how to best get us to where we needed to be with Verint. Each day, 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."
Twyla White
Intraday Analyst – National Telecommunications Company
"The 8-hour Verint Mini Training Pack was a revelation! It was such a time-efficient way to level up our team's skills. We loved the flexibility to include several team members in the same session. Can't wait for the next one!"
Jessica L.
Project Coordinator - Large National Retailer
"Solid Rock Consulting's Verint Mini Training Pack was the perfect introduction to Verint for our team. The focused, customized training agenda gave us exactly what we needed. It's an invaluable resource for any organization utilizing Verint systems."
Daniel T.
WFM Director – Large Energy & Utilities Company

Click the Buy Now button and purchase your preferred Skill Booster using our secure ecommerce engine. 

Company Spotlight: Calabrio — Pioneering a New Wave of Customer Experience Management 

As businesses navigate the constantly evolving world of customer experience, there’s one name that consistently stands out — Calabrio. A global leader in the field, Calabrio is redefining the way businesses understand and interact with their customers. 

Calabrio’s advanced suite of workforce optimization and analytics software empowers companies to leverage data, streamline operations, and improve overall customer satisfaction. From call center management to automated quality and workforce management, their solutions are built with the end-user in mind. 

Pioneering a New Standard in Customer Experience 

What sets Calabrio apart in an increasingly crowded market is their commitment to simplicity. Recognizing that complex tech can often hinder rather than help, Calabrio develops solutions that are not just technically sound, but also user-friendly and intuitive. This commitment to simplicity and usability has helped establish Calabrio as a market leader. 

Embracing the Future 

Calabrio is not a company to rest on its laurels. Always forward-thinking, they are constantly innovating to stay ahead of industry trends and developments. Whether it’s incorporating AI to further refine their analytics capabilities or developing novel ways to improve workforce engagement, Calabrio is committed to driving the future of customer experience management. 

Powerful Analytics 

With Calabrio, the power of data is put directly in the hands of the user. Their advanced analytics software collects and analyzes customer interaction data across multiple channels, enabling businesses to gain a deeper understanding of their customers and make data-driven decisions that drive growth and improvement. 

Join Calabrio at C3, Calabrio’s Customer Connect Conference October 22-25, 2023 | Minneapolis, Minnesota 

Experience the innovation that is Calabrio for yourself at our annual customer connect conference, C3. Here, you will get the chance to hear from industry experts, network with other customer experience professionals, and discover the latest advancements in the field. 

C3 is not just a conference — it’s a unique opportunity to learn about the latest trends in customer experience management, see firsthand how Calabrio’s solutions are being applied in real-world scenarios, and explore new ways to transform your own business’s customer experience strategy. 

This year, C3 will be held on October 22-25, 2023 | Minneapolis, Minnesota. Whether you’re an existing Calabrio customer, a potential user, or just someone with a keen interest in the field of customer experience management, this event is not to be missed. 

Take the Next Step 

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 catalyze change at C3. Register now and start your journey to a better customer experience. Let’s redefine the future of customer interaction together. 

Zoom’s Contact Centre: Powering Exceptional Customer Experiences Amid Unprecedented Growth 

Contact centres have never been more critical. They’re the frontlines of customer interaction, and their performance can be the difference between a loyal customer and a lost one. Amid a field of options, Zoom’s Contact Centre has emerged as a significant player, transforming the way businesses connect with their customers. 

Over the past year, Zoom’s Contact Centre has experienced unprecedented growth. The solution, which has quickly become a favorite among businesses of all sizes, has seen its user base increase by leaps and bounds, marking a significant milestone in Zoom’s ongoing evolution. 

Redefining Customer Interaction 

At its core, Zoom’s Contact Centre is about bringing people together, regardless of where they are. It allows businesses to connect with their customers on a deeper level, breaking down barriers and facilitating seamless interactions. 

The platform enables agents to handle interactions across multiple channels, from voice to video to chat, offering a fully unified approach to customer communication. This flexibility, combined with Zoom’s renowned video conferencing technology, has allowed businesses to foster a more personal connection with their customers, even in a remote environment. 

Growth Amid Global Change 

The surge in remote work and digital services over the past 12 months has driven Zoom’s Contact Centre to new heights. Companies quickly recognized the need for a versatile and reliable platform that could handle the changing landscape of customer service, and Zoom’s Contact Centre was perfectly positioned to meet this demand. 

The Contact Centre’s growth wasn’t just a response to a rapidly changing environment; it was also a testament to Zoom’s unwavering commitment to delivering superior customer service tools. As the number of businesses leveraging the platform grew, so too did Zoom’s efforts to refine and expand their service offerings. 

A Focus on Future Expansion 

Despite the impressive growth, Zoom isn’t slowing down. They continue to invest in the development of their Contact Centre, with an emphasis on introducing new features and enhancing existing ones. The goal is to create an even more powerful, intuitive platform that can cater to businesses’ evolving needs. 

In a time when customer experience has become a major competitive differentiator, Zoom’s Contact Centre stands out. The platform has experienced impressive growth over the past year, and with Zoom’s commitment to innovation and enhancement, this trajectory shows no sign of slowing down. It’s a testament to their mission to make communication frictionless, whether that’s between teams or a business and its customers. As they continue to innovate, we can only expect to see the influence of Zoom’s Contact Centre grow even further. 

Solid Events – Know what is happening 

Verint WFM - Leveraging Auto Breaking


1:00PM - 2:00PM EST

In this Lunch & Learn, we will discuss Verint Auto-Breaking Rules create efficiency in the placement of shift events after a shift has been added or removed.

Verint WFM Class/Event Scheduler


1:00PM - 2:00PM EST

In this Lunch & Learn, we will discuss using the Class/Event optimizer to streamline scheduling calendar events.

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.

As we wrap up this edition of Solid Insights, we hope that the information shared has provided you with valuable insights and inspiration for your contact center journey. 

Remember, the power of Verint Mini Training sessions awaits you, offering the key to unlocking the full potential of your Verint workforce management software. Don’t miss out on this exclusive opportunity to elevate your workforce management capabilities and drive efficiency in your operations. Contact our team today to secure your spot and embark on a transformative learning experience. 

Looking ahead, we are thrilled to announce our upcoming Verint Lunch ‘n’ Learns. These interactive sessions will provide a deeper dive into Verint solutions, allowing you to engage with industry experts, learn best practices, and network with fellow professionals. Stay tuned for more details and mark your calendars for these not-to-be-missed events. 

Thank you for being a part of our Solid Rock Consulting community. We value your continued support, and we are committed to providing you with the insights, expertise, and support you need to thrive in the ever-evolving contact center landscape. 

Wishing you a successful and fulfilling journey in the weeks to come. 

Best regards, 

Juanita Coley

CEO, Solid Rock Consulting 

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