Solid Rock Consulting

Welcome to Solid Insights

March 2024

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 through the day) and settle in, because we’re about to dive headfirst into the maze of schedules, engagement, and optimization. 

Now, before we get too serious, let me ask you this: ever feel like Workforce Management is a bit like herding cats? You’ve got schedules to wrangle, engagement to nurture, and optimization to… well, optimize. It’s a wild ride, but fear not, because we’re here to guide you through the chaos! 

So, buckle up, because this newsletter is about to take you on a rollercoaster ride of laughs, insights, and maybe even a few “aha!” moments along the way! 

WFM Should Be In EVERYBODY’S Business 

When I say, EVERYBODY’S BUSINESS, I mean it! From operations to HR and beyond, Workforce Management should be a central part of decision-making and strategy formulation across all departments. But hold on, that doesn’t imply control; rather, it emphasizes collaboration and integration. 

Remember, a business is only as strong as its people. By actively involving WFM in various aspects of operations, you’re essentially investing in your greatest asset: your employees. When you build people, you’re empowering them to build the business from within, fostering a culture of growth and innovation. 

WFM, WEM, and WFO are NOT the Same! 

Let’s clear the air on this one: WFM, WEM, and WFO might sound similar, but they serve distinct purposes within the Workforce Management discipline. 

Workforce Management (WFM) focuses on getting the right people, in the right place, at the right time, armed with the right resources. It’s all about tactical execution, from crunching raw data to forecasting and scheduling, ensuring optimal performance in real-time. 

On the other hand, Workforce Engagement Management (WEM) shifts the spotlight to employee engagement. It’s about equipping and empowering your workforce with the knowledge and skills needed to excel in their roles, ultimately enhancing customer service and satisfaction. 

Finally, Workforce Optimization (WFO) zooms out to look at the bigger picture. It’s about optimizing business and workforce processes to enhance quality and efficiency across the board. 

Here’s the kicker: while each of these components has its own focus, they’re not meant to operate in isolation. Instead, they should function with each other as part of a cohesive team, complementing each other’s strengths and working towards common goals. 

Therefore, Workforce Management isn’t just about scheduling shifts or crunching numbers –  

it’s a multifaceted discipline that touches every aspect of an organization’s operations. By integrating WFM into the fabric of our business and understanding the differences between WFM, WEM, and WFO, we can unlock new levels of efficiency, productivity, and employee satisfaction. 

Q1 Events You should know about:

  • CX TODAY NEWSAI in Workforce Engagement Management: What You’re Missing, and What’s Coming. More on the story here! 

  • THE MALAYSIAN RESERVE – Intouch acquires Mexico-based contact center Beliveo. More on the story here! 

  • SCIENCE DAILY Advanced artificial photosynthesis catalyst uses CO2 more efficiently to create biodegradable plastics. More on the story here! 

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. 

Well, there you have it folks, that’s your SRC Scoop for the month!  

But hey, I’m all ears and eager to hear from you too. Do you agree with our insights, or perhaps you have some additional leadership thoughts to share?  

Don’t be shy – drop me a comment below and let’s keep this conversation going!  
Your input makes all the difference. 

See y’all next month! 

Until next time… Let’s Go Make Impact! 

Juanita Coley

CEO, Solid Rock Consulting 

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