Solid Rock Consulting

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Solid Rock Consulting Solid Rock Consulting is a privately held, Contact Center Management and Workforce Optimization (WFO) consulting firm founded in 2012.

We provide call center consulting to include: Verint Training/Configuration Professional Services & Technology sales.

Your SLA report is green. Your customer complaints are climbing.Both can be true at the same time. SLA is measured a ver...
10/20/2026

Your SLA report is green. Your customer complaints are climbing.

Both can be true at the same time. SLA is measured a very specific way, and that way doesn't always capture what your customers are feeling on the other end of the interaction.

If you've ever looked at a "green" report and felt like something was still off, trust that instinct.

Data100 looks at your actual data, not just the number your BPO chose to highlight.

See what your data really says. Link in comments.

The real conversation is about what happens after implementation:🔹 Work Redesign🔹 The Capacity Illusion🔹 The Visibility ...
10/20/2026

The real conversation is about what happens after implementation:
🔹 Work Redesign
🔹 The Capacity Illusion
🔹 The Visibility Gap

Join CX, Operations, and WFM leaders in London UK for an executive conversation about how AI is reshaping work, workforce planning, and customer experience.

🍽️AI in the Wild
📍 LONDON UK
📅 Nov 3, 2026
🕡 6:30 PM GMT

Request an invite.
👉 www.src-events.com/ai-in-the-wild/2026/london-r2

That’s all… that’s the post!

Mr. Bean’s face when someone says the fix for Monday morning queues is “just hire more agents.” 🤦♂️Here’s the thing. Mon...
10/19/2026

Mr. Bean’s face when someone says the fix for Monday morning queues is “just hire more agents.” 🤦♂️

Here’s the thing. Monday spikes aren’t a headcount problem. They’re a planning problem.

More agents means higher costs, longer onboarding, and a team sitting idle by Wednesday. And next Monday, the queues still explode, because nobody forecasted the spike or scheduled around it.

There’s a better option. 𝗪𝗙𝗠-𝗮𝘀-𝗮-𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗲𝘅𝗶𝘀𝘁𝘀.

With WFM Navigator, our team runs your workforce management for you: 𝗗𝗮𝘁𝗮 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 → 𝗙𝗼𝗿𝗲𝗰𝗮𝘀𝘁𝗶𝗻𝗴 → 𝗦𝗰𝗵𝗲𝗱𝘂𝗹𝗶𝗻𝗴 → 𝗜𝗻𝘁𝗿𝗮𝗱𝗮𝘆 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 → 𝗥𝗲𝗽𝗼𝗿𝘁𝗶𝗻𝗴 → 𝗖𝗮𝗽𝗮𝗰𝗶𝘁𝘆 𝗣𝗹𝗮𝗻𝗻𝗶𝗻𝗴

Done With You. Done For You.

APPLY TODAY! https://navigator.thewfmpeople.com

The same blind spots keep showing up in almost every Data100 assessment we've run this season.Across very different oper...
10/18/2026

The same blind spots keep showing up in almost every Data100 assessment we've run this season.

Across very different operations. Different industries, different sizes, different BPO setups. Same gaps.

That's actually good news. It means these gaps are common, they're fixable, and you're not the only one dealing with them. Most leaders are one honest look away from real clarity.

Swipe to see what we're finding. 👉

Data100 is still free and still open. If you've been meaning to take it, this is your sign.

Link in comments.

"There's a specific kind of tired that comes from reactive leadership. You handle today's fire, and by the time you look...
10/17/2026

"There's a specific kind of tired that comes from reactive leadership. You handle today's fire, and by the time you look up, tomorrow's is already starting.

Here's what's easy to miss when you're in it: every hour spent firefighting is an hour that should have gone into forecasting, planning, or looking ahead. The fires don't just cost you today. They quietly guarantee more fires later.

This isn't about working harder. It's about whether your operation has a system that plans, or just a team that reacts really well under pressure.

So be honest: firefighting or planning this week? Tell me in the comments.

If it's firefighting, Data100 is a free look at where the fires are coming from. Link in comments.

"

Having a certification doesn't mean someone can run your WFM operation.Certifications prove you passed a test. You know ...
10/16/2026

Having a certification doesn't mean someone can run your WFM operation.

Certifications prove you passed a test. You know the buttons. You watched the videos. You can navigate the menus.

They don't prove you can diagnose why a forecast is 12% off every Tuesday. Or figure out why your scheduling team spends six hours on something the platform could do in twenty minutes. Or connect an attendance pattern to an actionable fix. Or configure shift rules that actually match how your operation runs, not just what the default template says.

Certification is product knowledge. Capability is applied knowledge and day to day experience.

One comes from a test. The other comes from doing the work in real contact centers, with real data, under real pressure.

If your team has been through training but still lacks the results, the gap isn't credentials. It's capability. See where your WFM function stands.

https://healthcheck.thewfmpeople.com

10/15/2026

Y'all, this one is a DATA-LOVER'S DREAM. 📊🍸

I sat down with Robin Gareiss, CEO of Metrigy, and she came through with the receipts. We're talking real numbers on AI in the contact center, not vibes, not hype, actual research.

Did you know 70% of companies think AI should just support their existing work structures? Robin says they're leaving money on the table. Companies that actually redesign how work gets done are seeing a 26% bigger drop in cost and a 13% bigger increase in revenue. That's the gap between "using AI" and "transforming with AI."

We also got into the capacity illusion (my favorite obsession this season): AI is reducing interactions, but headcount isn't dropping at the same rate. Most operations don't even know this gap exists in their own numbers, because nobody's actually checked.

That's the whole point of Data100. Robin's research proves it: real numbers beat vibes every time. If you don't know whether your own capacity is an illusion or a fact, a free data assessment gives you the receipts, not a guess.

Take your free assessment and watch the full episode, live now on Spotify or YouTube, all links in comments.

10/15/2026

The conversations leaders need to have about AI aren’t happening in another webinar.

They’re happening around the table.

Join CX, Operations & WFM leaders in London UK for AI in the Wild, a private dinner focused on the realities of work redesign, capacity, and visibility.

🍽️AI in the Wild
📍 LONDON UK
📅 Nov 3, 2026
🕡 6:30 PM GMT

Request an invite.
👉 www.src-events.com/ai-in-the-wild/2026/london-r2

That’s all… that’s the post!

Most WFM problems aren’t caused by bad people. They’re caused by a broken system nobody has stopped to fix.Three mistake...
10/15/2026

Most WFM problems aren’t caused by bad people. They’re caused by a broken system nobody has stopped to fix.

Three mistakes I see constantly in contact centers of all sizes.

Treating WFM like a hiring fix. Letting the strategy go unowned. And running tools without the process to back them up.

Each one quietly drains your performance, your team, and your budget. Together, they keep your operation in permanent catch-up mode.

WFM challenges aren’t people problems. They’re system design problems. And WFM Navigator was built to solve exactly that.

Done With You. Done For You.

APPLY TODAY → https://navigator.thewfmpeople.com

Your WFM team has tasks. Operations has goals. The two rarely connect.I start every health check by asking what the busi...
10/15/2026

Your WFM team has tasks. Operations has goals. The two rarely connect.

I start every health check by asking what the business needs to accomplish and how WFM is supposed to help get there. Most organizations struggle to answer that clearly.

So the platform gets configured for what made sense at go-live. Or for what the previous WFM lead thought mattered. Not what the business actually needs today.

Alignment is the foundation. Configuration, automation, training, they all sit on top of it. The best-tuned platform in the world won't help if it's tuned for the wrong goals.

This is what separates a health check from a system audit. We build the bridge between what your business needs and what your WFM function can deliver. If you checked two or more, worth a look.

https://healthcheck.thewfmpeople.com

Address

150 3rd Street SW, Suite 200
Winter Haven, FL
33880

Telephone

+18636561152

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