Hey there, Solid Rockstars!
As we leap into September, I can’t help but feel a surge of excitement for what lies ahead for all of us in the contact center industry. These are thrilling times, filled with innovation, transformation, and, most importantly, limitless opportunities to create more meaningful customer experiences.
This month is particularly special for us at Solid Rock Consulting. We have joined forces with 8×8, Inc., a global leader in integrated cloud contact center and unified communications. We’re not just teaming up; we’re doubling down on our commitment to you—our clients, partners, and friends in the industry—to provide even more dynamic and tailored solutions that empower your business.
For me, this collaboration is more than just a business strategy. It’s a vision coming to life, a vision where advanced technology meets unparalleled expertise, delivering a future of contact centers that is as vibrant as it is efficient. We’re breaking new ground and shattering glass ceilings, especially for women and minority entrepreneurs. Together, we’re making history.
Take a moment to dive into this month’s edition of Solid Insights. I’m thrilled to share more details about our partnership with 8×8 and what this means for you. As always, we’re focused on helping you cut through the noise and get to what really matters: driving tangible results that put your customer and employee experiences front and center.
Thank you for being a part of this incredible journey. Your trust and partnership mean the world to me and the entire Solid Rock team.
Here’s to soaring to new heights together!
Warm regards, Juanita Coley
CEO, Solid Rock Consulting
A Revolutionary Partnership That’s Setting the Stage for Unprecedented Innovation
Industry Update – HOT OFF THE PRESS! Genesys and Salesforce Join Forces!
Two titans of the industry—Genesys and Salesforce—are combining their powers to bring you the pinnacle of CX technology: CX Cloud from Genesys and Salesforce.
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.
Workforce Management (WFM) is an ever-evolving process that requires contact centers to balance the demands of customers, employees, and the business. As we mentioned earlier, staffing and scheduling are two of the biggest challenges facing contact center managers today, with many struggling to engage and motivate their employees. But there’s good news – contact center technologies have made significant strides in recent years, and they’re enabling contact centers to optimize their WFM strategies like never before.
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.
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.
Feature Article: A Match Made in Tech Heaven—Solid Rock Consulting and 8×8 Are Changing the Contact Center Game!
A Revolutionary Partnership That’s Setting the Stage for Unprecedented Innovation
Hold onto your hats, folks! A seismic shift is about to hit the world of contact centers, and you’re going to want to be part of it. Drumroll, please… 🥁 We’re thrilled beyond words to announce our electrifying partnership with 8×8, Inc! This is more than just a collaboration—it’s a fusion of cutting-edge tech and industry-leading expertise, and it’s here to supercharge your customer and employee experiences!
Navigating the Tech Maze with Expert Guidance
Ever found yourself equipped with an arsenal of high-tech tools but unsure how to maximize their potential? We’ve all been there. That’s why Solid Rock Consulting, affectionately known in the industry as “The WFM People,” is stepping up to the plate.
“Think of it this way: Having cutting-edge tech without expert guidance is like having a Ferrari but not knowing how to drive,” quips Juanita Coley, CEO of Solid Rock Consulting. “We’re essentially your driving instructors, ensuring you don’t just own the tech but absolutely rock it!”
Two Industry Titans, One Shared Vision
8×8 isn’t just any tech company; it’s a global giant, offering everything from cloud contact centers and business phone services to video meetings and team chats. Add to that their sleek Verint integration, and you have a tech buffet that’s hard to beat. But guess what makes this deal even sweeter? It’s our collaborative expertise that will help your business achieve skyrocketing levels of customer engagement!
Chuck Emmette, Global Vice President of Professional Services at 8×8, couldn’t agree more: “The collaboration with Solid Rock Consulting promises a dynamic ecosystem that will empower our customers to reach dizzying heights in both near and long-term business goals.”
The Triple Crown of Benefits 🏆
Here’s the kicker: This partnership is an all-around win for everyone involved!
- Business Vendors: Watch out for soaring user adoption rates and super-sticky customer relationships.
- Brands and Businesses: Cut your learning curve in half and supercharge your journey to reaching sublime customer and employee experiences.
- Women and Minority-owned Businesses: This isn’t just a partnership; it’s a monumental leap forward for diversity and inclusion in the corporate world.
Shattering Glass Ceilings One Milestone at a Time
And we’re not just talking tech here; this partnership has a beating heart. Solid Rock Consulting is proudly the first Black woman-owned enterprise to forge partnerships of this magnitude. “We’re lighting the way, not just for the contact center industry but for minority and women entrepreneurs everywhere,” says a radiant Coley.
Join Us on this Rocket Ride to Success 🚀
This partnership isn’t just a leap; it’s a giant, no-holds-barred, rocket-fuelled jump into a future where your wildest business dreams can become a reality. And this is just the beginning—stay tuned for more game-changing updates!
For the full scoop, you can read the official press release!
Industry Update – HOT OFF THE PRESS! Genesys and Salesforce Join Forces!
Two titans of the industry—Genesys and Salesforce—are combining their powers to bring you the pinnacle of CX technology: CX Cloud from Genesys and Salesforce.
The Eureka Moment
Announced on September 6, 2023, this strategic collaboration aims to offer a seamless, AI-powered customer experience and relationship management solution that integrates the world-class capabilities of Genesys Cloud CX™ with Salesforce Service Cloud. In a world where 44% of CX leaders cite the lack of customer context carryover between channels as a challenge, this integrated platform aims to be the silver bullet.
Why This Matters
Jim Mueller, Vice President of Global Product and Technology at ADP, summarizes the essence of this collaboration perfectly: “Real-time sharing of data, customer insights and relevant actions across cloud platforms could allow us to utilize more comprehensive, accurate and effective AI modeling to continuously streamline our customers’ experiences.” In layman’s terms, imagine having a holistic, 360-degree view of your customer at your fingertips—every preference, past interaction, and even potential future needs all in one place.
A Symphony of Data and AI
AI technology is at the heart of this partnership, leveraging Salesforce’s Einstein AI and Genesys AI to provide actionable insights, predictive analytics, and highly personalized interactions. Data sharing becomes bi-directional, making every piece of information a two-way street that contributes to a smarter understanding of customer behavior and history. In an age where data is the new oil, this synergy unlocks untapped reservoirs.
Employee Experience Gets a Boost
What’s often overlooked in the rush to optimize customer experience is the experience of the agents and supervisors tasked with implementing these technologies. With CX Cloud, not only does the customer get an upgraded experience, but so does the workforce. Enhanced workforce engagement management (WEM) capabilities, gamification, advanced scheduling, and performance metrics are just the tip of the iceberg. After all, happy employees lead to happy customers.
The Future is Bright and Unified
This collaboration between Genesys and Salesforce builds on a more than a decade-long strategic partnership and is expected to define the next generation of customer and employee experience orchestration. Available via Salesforce AppExchange or the Genesys AppFoundry® Marketplace, the first release of CX Cloud is eagerly anticipated in 2023.
By bringing together the best of both worlds—Genesys’ strength in contact center solutions and Salesforce’s expertise in customer relationship management—this alliance promises to be a game-changer. It goes beyond the nuts and bolts of technology; it’s about creating experiences that resonate, both for customers and the people serving them.
For those eager to dive deeper into this groundbreaking innovation, be sure to visit Genesys at Dreamforce at booth #427 and during their special session on September 14. Until then, keep your eyes on the horizon—the future of customer experience is about to get a whole lot brighter.
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:
- 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!
- 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!
- 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.
- 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!
Product Spotlight Driving Business Growth with Effective Workforce Management: A Solid Rock Consulting Perspective”
Workforce Management (WFM) is an ever-evolving process that requires contact centers to balance the demands of customers, employees, and the business. As we mentioned earlier, staffing and scheduling are two of the biggest challenges facing contact center managers today, with many struggling to engage and motivate their employees. But there’s good news – contact center technologies have made significant strides in recent years, and they’re enabling contact centers to optimize their WFM strategies like never before.
Real-time analytics, automated scheduling, self-service options, Workforce Optimisation (WFO) tools, mobile workforce management, gamification, and integrated systems are just a few of the technologies that can enable successful WFM. Real-time analytics, for example, can provide contact center managers with a real-time view of key metrics such as service levels, average handle time, and call volume. With this information, managers can quickly adjust staffing levels and schedules to meet changing demand, ensuring customers aren’t left waiting on hold for extended periods of time.
Automated scheduling takes the guesswork out of scheduling by automatically generating schedules based on expected call volumes, agent availability, and business rules. This reduces the administrative burden on managers and ensures schedules are optimized to meet customer needs while taking into account the needs of individual agents. Contact centers that use automated scheduling software reported a 27% improvement in agent engagement and a 15% reduction in agent attrition rates.
Self-service options such as chatbots and IVR systems can reduce the workload on agents by handling routine inquiries and requests, freeing up agents to focus on more complex issues that require human interaction. In a survey of contact center managers, 68% of respondents said they’re using self-service options to improve the customer experience.
Workforce optimization (WFO) tools enable contact centers to track and measure agent performance, identify areas for improvement, and provide targeted coaching and training. This helps agents improve their skills, reduce handle times, and increase customer satisfaction. In a recent study, contact centers that used WFO tools reported a 25% improvement in first call resolution rates and a 20% reduction in handle times.
Mobile workforce management tools are becoming increasingly important in the context of modern contact center operations. By enabling agents to access schedules, track their time, and communicate with managers from anywhere, at any time, mobile workforce management tools can improve agent engagement and satisfaction while also making it easier for managers to manage remote or distributed teams. In a recent study, contact centers that used mobile workforce management tools reported a 30% improvement in agent satisfaction rates.
Gamification is another technology that can make work more engaging and motivating for agents. By turning routine tasks into games or competitions, gamification can increase agent engagement and satisfaction, which in turn can lead to better performance and lower turnover rates. In a survey of contact center managers, 52% of respondents said they’re using gamification to improve agent engagement and satisfaction.
Integrated systems are becoming increasingly important in the context of modern contact center operations. By bringing together disparate tools and data sources into a single platform, integrated systems can improve efficiency and reduce errors while also providing a more holistic view of contact center operations. Contact centers that used integrated systems reported a 35% reduction in errors and a 25% improvement in overall efficiency.
The benefits of effective WFM are significant and far-reaching, making it a top priority for contact center managers who are looking to achieve success in a highly competitive marketplace. According to a survey of contact center managers, 89% of respondents said that they believe that effective WFM is critical to the success of their operation.
Effective WFM can lead to improved customer satisfaction rates. In a study of contact centers, those that had effective WFM strategies in place reported a 12% improvement in customer satisfaction rates. Meanwhile, contact centers that used automated scheduling reported a 22% improvement in service levels and a 25% improvement in customer satisfaction rates. These improvements translate into increased revenue and reduced operating costs. In the same study, contact centers with effective WFM strategies reported a 7% improvement in revenue and a 5% reduction in operating costs.
But the benefits of effective WFM aren’t limited to customer satisfaction and financial gains. Effective WFM can also improve agent satisfaction and retention rates. In a study of contact centers, those with effective WFM strategies in place reported a 17% improvement in agent satisfaction rates and a 20% reduction in agent attrition rates. Similarly, contact centers that used WFO tools reported a 20% improvement in agent engagement rates and a 15% reduction in agent attrition rates.
Solid Rock Consulting offers a range of services designed to help contact centers optimize their WFM strategies. These services include WFM assessments, custom WFM training programs, and WFM software solutions such as real-time analytics tools, automated scheduling software, and WFO tools. These services are designed to provide contact center managers and agents with the skills and knowledge they need to optimize their WFM strategies and deliver exceptional customer experiences.
One of the strengths of Solid Rock Consulting is our ability to develop customized WFM solutions that are tailored to the unique needs of each client. We take a consultative approach, working closely with clients to understand their goals and challenges and develop a solution that is specifically designed to meet their needs.
So it is evident that effective WFM is critical to the success of any contact center operation. The right combination of contact center technologies, including real-time analytics, automated scheduling, self-service options, WFO tools, mobile workforce management, gamification, and integrated systems, can help contact centers optimize their WFM strategies, improve agent engagement and satisfaction, reduce turnover rates, and drive customer satisfaction and business growth. Solid Rock Consulting is a leader in the field of contact center WFM optimization, and their customized solutions and innovative approach have helped many contact centers achieve their goals. By prioritizing WFM and investing in the right technologies and strategies, contact centers can ensure that they are well-positioned to meet the demands of customers, employees, and the business.
SEASON 6 of Contact Center Chronicles is proving to be the best yet!!!
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
*** LIMITED TIME OFFER ***USUAL PRICE $2,000
-
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
*** LIMITED TIME OFFER ***USUAL PRICE $4,000
-
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.
Solid Rockstars, we’re signing off the September edition of Solid Insights on a high note! What a month it is shaping up to be!
From unveiling our game-changing partnership with 8×8, Inc., to diving deep into how AI-powered solutions like the collaboration between Genesys and Salesforce are setting new standards in customer relationship management, September has been a powerhouse of insights and innovations.
Our September issue also explored the remarkable strides we’re making in the industry, especially as the first Black woman-owned firm to secure influential partnerships in the contact center arena. This isn’t just a win for us but a beacon for diversity, inclusivity, and equal opportunities in the business landscape.
Also, the return season of the Contact Centre Chronicles has been nothing short of phenomenal. Your enthusiasm for the series has exceeded all our expectations, and if you haven’t caught up yet, now’s the perfect time!
Your questions, comments, and needs are what drive us to excel. So don’t hesitate to get in touch; we’re only a call or an email away.
Thank you for your continued trust and for being a pivotal part of our ever-expanding journey. Stay tuned for the next edition of Solid Insights — you won’t want to miss it.
Until then, keep soaring and keep rocking!
Juanita Coley
CEO, Solid Rock Consulting
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