Solid Rock Consulting

Welcome to Solid Insights

October 2023

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 and publish in this month’s newsletter. 😊 

This Month Leadership Thoughts:

  • Can you fully Can You Really Automate Your Entire Call Center and Will Your Customers Even Notice? -> Link to Full Video 
  • 3 Tools and Strategies for Creating Bulletproof QA Processes in Your Call Center -> Link to Full Video
  • 10 Guidelines and Strategies All Successful Call Centers Are Implementing -> Link to Full Video
  • How to Set Up WFM for Your Remote Call Center -> Link to Full Video

Solid Rock Consulting and Zoom Video Communications, Inc. Forge Game-Changing Collaborations to Revolutionize the Contact Center Industry!

For the full scoop, you can read the official press release! 

Solid Events – Know What is Happening!

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October 2-3, 2023
Theater #1: Grand Ballroom 220B

Discover new ways to improve collaboration, make more impactful decisions, and deepen customer relationships at Zoomtopia, our incredible, award-winning event. You’re in for the most exciting, interactive, and inspiring event of the year, for decision-makers across industries!

Session Name: Why creating the CX change your customers want is now like magic
San Jose Convention Center | Clarity Theater #1: Grand Ballroom 220B
Session Time:
10/4 at 10:30 am-11:15 am

ICMI’s Contact Center Expo

October 16-19, 2023
Coral Sea 2

ICMI's Contact Center Expo is back in sunny Orlando, FL, October 16-19! Be there as contact center industry professionals gather together—as an industry collective—to tackle the challenges and opportunities for 2024 and beyond that will enable positive growth and change in our industry and beyond. Recharge, refocus and reinvent yourself and your organization at ICMI’s Contact Center Expo!

Session Name: Pre 13: WFM for the Contact Center: Superior Scheduling and Forecasting for the Modern Agent
Coral Sea 2,Timor 2
Session Time:
10/17 12:30 pm – 3:45 pm
Session Time: 10/19 11:30 am – 12:30 pm

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Verint Partner Showcase

October 18-19, 2023

With Verint's open ecosystem, it's easy to take advantage of our partners' add-ons and extensions. Join us October 18-19, 2023 to see these exciting sessions to discover the power of our Partner Network. Our featured partner presenters will walk you through demos of their offerings, relevant use cases, and the business benefits of their integrations designed to elevate your existing Verint solutions and resulting customer experiences.

Session Name: Building a WFM Culture That Drives Employee, Customer, and Business Operational Excellence
Session Time:
10/19 at 1:00pm

Calabrio State of Contact Center Panel Webinar

October 19, 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.

Session Name: Calabrio State of Contact Center Panel Webinar
Session Time:

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.

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November 6, 2023

Previously, contact centers handled workforce responsibilities independently. One team managed quality assurance, another conducted training, and yet another created agent schedules. Supervisors often did coaching with no input from other functional areas.

Keynote - Workforce Management and its Transformative Power on the Employee Experience
Session Time:
11/6 at 12:00 pm-1:00 pm

5 Ways Contact Centers Can Turn Negative Experiences into Positive Relationships!

As a business, providing excellent customer service is crucial for maintaining a positive reputation and driving customer loyalty. But what happens when a customer has a negative experience? Is it possible to turn that negative experience into a positive one? The answer is yes, and contact centers play a key role in this process. Here are 5 ways contact centers can turn negative experiences into positive relationships: 

  1. Listen and Respond to Customer Feedback: Actively listen to customer feedback and respond to it in a timely and meaningful way. This can help to address customer complaints and concerns before they escalate. 
  2. Provide Personalized and Empathetic Customer Service: Treat each customer as an individual and understand their unique needs and concerns. Providing personalized and empathetic customer service can help to build trust and positive relationships with customers. 
  3. Offer Multiple Channels for Communication: Allow customers to choose the channel that is most convenient for them, whether it be phone, email, chat, or social media. This makes it easy for customers to reach out for help when they need it. 
  4. Provide Timely and Accurate Information: Provide customers with timely and accurate information to prevent misunderstandings and negative interactions. 
  5. Continuously Monitor and Improve the Customer Experience: Continuously monitor and improve the customer experience to identify areas where it can be improved. This can help to drive customer satisfaction and loyalty. 


By implementing these strategies, contact centers can improve the customer experience, build positive relationships with customers, and ultimately drive customer loyalty and retention. Remember, a single negative experience does not have to define a customer’s relationship with a brand. With the right approach, contact centers can turn a negative experience into an opportunity to build a positive relationship with a customer. 

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! 

Calabrio State of the CC Report

Calabrio just released their annual report “State of the Contact Center 2023”. This comprehensive study delves into the latest developments, challenges, and opportunities facing today’s contact centers. Whether you’re a customer service veteran or just entering the field, this report is a must-read resource for understanding the current state of the industry and where it’s headed.  Read all about it at: Read Now

Black Men In Tech

About the conference:

It’s often the case that Black men must develop a certain degree of mental toughness to navigate their careers and achieve their goals without compromising on their cultural values. Through our continual efforts, we aim to establish a community that is committed to providing current and future tech leaders with the resources and opportunities they need to achieve greatness in this highly complex industry.

Register to attend at: 10/19-22 ( Ft Lauderdale FL)

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. 

Its a Wrap!

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, or 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

I’ll select the most interesting questions and answer them in next month’s video postings and post them here in Q&A Blog format! 

Please note: You may elect to keep your name anonymous. However, you do ask for your name and email so that we can ensure we reply back to you directly….

See y’all next month!

Until next time… Let’s Go Make an Impact!

Juanita Coley

CEO, Solid Rock Consulting 

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