Solid Rock Consulting

Name: Solid Rock Consulting
Address: 150 3rd Street SW, Suite 200, Winter Haven, FL, 33880, US
Telephone: +18636561152

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Winter Haven, FL
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.

06/04/2026

𝗬𝗼𝘂𝗿 𝗩𝗲𝗿𝗶𝗻𝘁 𝘀𝘆𝘀𝘁𝗲𝗺 𝘀𝗰𝗼𝗿𝗲𝗱 𝟲𝟴% 𝘂𝘁𝗶𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻.

Here’s what that’s actually costing you

We recently audited a client’s Verint system.

𝗧𝗵𝗲 𝗻𝘂𝗺𝗯𝗲𝗿𝘀 𝘁𝗼𝗹𝗱 𝗮 𝘀𝘁𝗼𝗿𝘆 𝗻𝗼𝗯𝗼𝗱𝘆 𝘄𝗮𝗻𝘁𝗲𝗱 𝘁𝗼 𝗵𝗲𝗮𝗿:
→ 𝗪𝗼𝗿𝗸𝗳𝗼𝗿𝗰𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: 𝟵𝟮% 𝘂𝘁𝗶𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻, 𝗯𝘂𝘁 𝗼𝗽𝘁𝗶𝗺𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗼𝗻𝗹𝘆 𝟮.𝟱𝟳
→ 𝗤𝘂𝗮𝗹𝗶𝘁𝘆 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: 𝟴𝟮% 𝘂𝘁𝗶𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻, 𝗼𝗽𝘁𝗶𝗺𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗮𝘁 𝟮.𝟰𝟱
→ 𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: 𝟬% 𝘂𝘁𝗶𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻. 𝗭𝗲𝗿𝗼.
→ 𝗢𝘃𝗲𝗿𝗮𝗹𝗹 𝘀𝗰𝗼𝗿𝗲: 𝟲𝟴% 𝘂𝘁𝗶𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻, 𝟮.𝟬𝟭 𝗼𝗽𝘁𝗶𝗺𝗶𝘇𝗮𝘁𝗶𝗼𝗻

They were paying for four modules. They were truly leveraging one and a half.

The forecasting team needed retraining. The quality team was doing manual calibrations when assessment forms could automate 80% of that work. And an entire module — AQM — was sitting in their package completely untouched.

𝗧𝗵𝗶𝘀 𝗶𝘀 𝗲𝘅𝗮𝗰𝘁𝗹𝘆 𝘄𝗵𝗮𝘁 𝗼𝘂𝗿 𝗩𝗲𝗿𝗶𝗻𝘁 𝗛𝗲𝗮𝗹𝘁𝗵 𝗖𝗵𝗲𝗰𝗸 𝘂𝗻𝗰𝗼𝘃𝗲𝗿𝘀. 𝗡𝗼𝘁 𝗷𝘂𝘀𝘁 𝘄𝗵𝗮𝘁’𝘀 𝗯𝗿𝗼𝗸𝗲𝗻 𝗯𝘂𝘁 𝘄𝗵𝗮𝘁’𝘀 𝗯𝗲𝗶𝗻𝗴 𝗹𝗲𝗳𝘁 𝗼𝗻 𝘁𝗵𝗲 𝘁𝗮𝗯𝗹𝗲.

Because improving these numbers doesn’t just improve ROI. It improves your WFM team’s productivity, your agents’ experience, and your customers’ satisfaction.

👉 Get your Verint Health Check: https://lnkd.in/edHugBfb

06/03/2026

"AI will not eliminate work. It just redistributes it."

That one line stopped the conversation cold.
Because what AI leaves behind isn't less work. It's the harder work.

The complex calls. The emotional moments. The interactions that actually matter.
We can automate the transaction. We cannot automate the connection.

And for the agents still on the floor? Every call they take might be the most important interaction of that customer's day.

That's not a talking point. That's a responsibility.

This is just a slice of Episode 1 of Tipsy Thursdays, dropping tomorrow at 10AM EST.
Watch the full episode here 👉 https://youtu.be/nVCyjMVnSQE

06/03/2026

𝗨𝗻𝗽𝗼𝗽𝘂𝗹𝗮𝗿 𝗼𝗽𝗶𝗻𝗶𝗼𝗻: 𝗬𝗼𝘂𝗿 𝟴𝟬/𝟮𝟬 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗹𝗲𝘃𝗲𝗹 𝘁𝗮𝗿𝗴𝗲𝘁 𝗶𝘀 𝗽𝗿𝗼𝗯𝗮𝗯𝗹𝘆 𝘄𝗿𝗼𝗻𝗴.

Not because 80/20 is inherently bad. But because most contact centers adopted it without ever modeling whether it's the right target for THEIR business.

Ask yourself:

→ When was the last time someone analyzed whether your customers actually care about a 20-second answer speed or whether they'd accept 30 seconds if it meant better quality interactions?

→ Has anyone calculated the actual cost difference between running 80/20 vs. 75/30 vs. 85/15 for YOUR specific operation?

→ Is your 80/20 target based on customer research and cost modeling or is it based on "that's what the industry uses"?

→ Are you overstaffing to hit a target that doesn't actually move the customer satisfaction needle while understaffing on the things that do?

The "right" service level target is different for every organization.

It depends on your cost structure, your customer expectations, your channel mix, your competitive positioning, and your tolerance for risk.

Running 80/20 because it's the default is like setting your thermostat to 72 because that's what your neighbor does. It might work.

Or you might be burning money.

A WFM Health Check starts by questioning these assumptions not reinforcing them.

Let's look at whether your targets are actually right for your business → https://lnkd.in/grwPvN4v

06/03/2026

If someone asked you what your contact center’s shrinkage rate is, could you break it down by component?

Most WFM teams know the top-line number. But few can decompose it into planned vs. unplanned shrinkage and that distinction matters more than most people realize.

Planned shrinkage includes things like scheduled breaks, training sessions, coaching time, and team meetings. These are predictable and can be built into forecasting models.

Unplanned shrinkage includes sick days, no-shows, extended after-call work, and technical issues. These require buffers and contingency planning.

When both types are lumped together, staffing models become unreliable. You end up either over-hiring (wasting budget) or under-staffing (burning out your team).

The key to managing shrinkage well is education. Your WFM analysts and schedulers need to understand not just the “what” but the “why” behind each component — and how to configure their tools to account for it.

Compact, focused training modules can cover these fundamentals in just a few hours, giving your team practical skills they can apply immediately.

Learn more about Verint Mini https://lnkd.in/e3iVt3e6

06/02/2026

Here’s a truth that’s hard to hear:

You can have the best WFM tool on the market… and still be losing $700K+ a year in hidden costs.

Customer churn from poor service levels. Agent attrition from bad scheduling. Overtime from inaccurate forecasting. And a system running at 50% utilization.

The tool isn’t the problem. The culture is.

At Solid Rock Consulting, our WFM Health Check evaluates more than your software. We assess your workforce management culture, processes, AND systems.

Because transformation starts with understanding where you actually are not where you think you are.

👉 Start with a WFM Health Check: https://lnkd.in/grwPvN4v

05/29/2026

If you're a CX or Operations leader trying to separate AI hype from operational reality, this conversation is for you.

Private dinner. Executive peers. Real discussion.

Request your invitation.
www. src-events.com/ai-in-the-wild/atlanta2-2026

05/27/2026

We recently audited a Tier-1 contact center that reported over 90% forecast accuracy, yet attrition continued to rise.

Why?

Because accuracy at a high level didn’t translate to operational reality.
They had the right number of people overall, but:
-Skill allocation didn’t match demand patterns
-Intraday variability wasn’t actively managed
-Schedule design created unnecessary pressure on agents

Forecast accuracy didn’t fail.
Operational ex*****on did.

At Solid Rock Consulting, we focus on what actually drives outcomes:

Understanding variability, not just averages
Aligning skills and schedules to real demand patterns
Managing performance in real time, not just in planning cycles

Because WFM isn’t just about producing a forecast.
It’s about making that forecast operationally usable.

Theory doesn’t improve performance. Ex*****on does.
Inside the WFM Go Beyond™ Community, we break down real operational challenges like this, so leaders can move from insight to action.
No fluff. Just practical frameworks grounded in real environments.

Stop reacting to outcomes. Start managing the drivers behind them.
Join the Community: https://www.wfmgobeyond.com/community/about

05/26/2026

I’m going to say the quiet part out loud:
WFM is not a role.
It’s a 𝗙𝗨𝗡𝗖𝗧𝗜𝗢𝗡.

And that distinction matters more than most CX leaders realize.

𝗔 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗮 𝗽𝗲𝗿𝘀𝗼𝗻 𝘆𝗼𝘂 𝗵𝗶𝗿𝗲. 𝗔 𝗳𝘂𝗻𝗰𝘁𝗶𝗼𝗻 𝗶𝘀 𝗮𝗻 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝘀𝘆𝘀𝘁𝗲𝗺 𝘁𝗵𝗮𝘁 𝗲𝘅𝗲𝗰𝘂𝘁𝗲𝘀 𝗰𝗼𝗻𝘀𝗶𝘀𝘁𝗲𝗻𝘁𝗹𝘆.

You can have the right people, and still not have a mature WFM operation.

Because roles show up.
Functions execute ~ connected, accountable, end-to-end.

The signs you have roles but not a function:

👉 Forecasting, scheduling, and intraday operate independently instead of as one connected discipline.
👉 Your WFM team works hard, but performance varies week to week.
👉 The same operational problems keep resurfacing after they were supposedly “fixed.”

That’s usually not a people problem.

It’s an operational function problem.

WFMaaS — Workforce Management as a Service was built to solve exactly that.

It delivers WFM as a connected, accountable operational function.

Not disconnected activities. Not isolated roles.

A workforce operation that actually runs consistently.

See how WFM Navigator works, watch the free demo → https://thewfmpeople.com/wfmnavigator

05/20/2026

Here’s a little trivia for you…

Did you know it can take 6–12 months to stabilize a WFM function?

Yeah… most leaders don’t have that kind of time.

I see this all the time,
Teams trying to build WFM from scratch while still expected to hit service levels, control costs, and keep operations steady.

That’s a lot to carry… And it usually turns reactive real quick.

This is exactly why we built 𝗪𝗙𝗠 𝗡𝗮𝘃𝗶𝗴𝗮𝘁𝗼𝗿.

So you don’t have to wait months to “figure it out.”
You start with an ex*****on that already works.

➤ Structure
➤ Ownership
➤ Consistency

👉 Start with ex*****on that’s already built to perform.
Watch the WFM Navigator demo → https://thewfmpeople.com/wfmnavigator

That’s all… that’s the post
The Contact Center Whisperer
That WFM Girl

05/20/2026

Genesys alone processes 623 million virtual self-service conversations per quarter.

Not a projection. Happening right now.

Add Verint's 50+ bots, NICE's automation, Talkdesk's AI agents — the picture is clear:

Your contact center is already a hybrid human-AI operation. Even if you haven't labeled it that way.

But most WFM teams are still planning as if it's 100% human:

→ Forecasting doesn't account for AI-deflected volume
→ Scheduling doesn't factor in bot-handled interaction types
→ Capacity planning still treats headcount as the only variable
→ Quality monitoring only evaluates human agents
→ Cost modeling doesn't distinguish human labor from AI compute

The organizations that crack hybrid WFM will have a structural advantage — lower costs, better CX, agents focused only on high-value work.

But it starts with a WFM framework that accounts for both humans and machines.

The WFM Accelerator builds that framework.

→ https://thewfmpeople.com/wfm-accelerator

Address

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

Telephone

+18636561152

Website

http://www.SolidRockCo.net/

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