What is Erlang?
April 24, 2024
Authored by: Juanita Coley Guest Interview: Umar Tariq Hey there, WFM folks! Welcome back to Tipsy Thursdays, where we talk everything about WFM, EX and CX!
The Newest from Solid Rock Consulting
Solid Rock Blogs
Innovation Without Disruption: Insights from Avaya’s Analyst Event
April 19, 2024
If you’ve been around the call center space for any length of time, Avaya is a name you’re likely very familiar with. I remember years
WFM and QM: What are the Impacts?
April 17, 2024
https://youtu.be/GSXVc21QGvw Authored by: Juanita Coley Guest Interview: Chafik Abdellaoui Hey there, WFM folks! Welcome back to another exciting edition of Tipsy Thursdays, your go-to source
What is ASA and can It Ever be Tooo Good?
April 11, 2024
https://youtu.be/gUINSnvYt9k Authored by: Juanita Coley Guest Interview: Derrick Staton Hey there, WFM folks, and welcome back to another episode of Tipsy Thursdays where we talk
What is OCC and the Impacts to EX?
April 4, 2024
https://youtu.be/AYVWwa_pGxQ Authored by: Juanita Coley Guest Interview: Mark Williams Hey there, WFM folks! Welcome to another edition of Tipsy Thursdays, where we talk everything about
What is CCaaS and how does It Impact your WFM Strategy?
March 27, 2024
https://youtu.be/hZlE2s3lwng Authored by: Juanita Coley Guest Interview: Manoj Bhatia Hey there, WFM folks! Welcome to another edition of Tipsy Thursdays, where we talk everything about
The RTA and Its Importance
March 13, 2024
Authored by: Juanita Coley Guest Interview: Dan Smitley Hey there, WFM folks! Welcome to another edition of Tipsy Thursday blog! Today, we’re diving into the
What is ACW and should We be Tracking it?
March 7, 2024
https://youtu.be/HlGoWY8fksU Authored by: Juanita Coley Guest Interview: Jonathan Hall Hey there, WFM folks! In this edition of Tipsy Thursday blog, we’ll talk about ACW and
Scheduling Best Practices in a 24/7 Call Center
February 29, 2024
https://youtu.be/Tf24jjrmiVw Authored by: Juanita Coley Guest Interview: Allan Juarez Hey there, WFM Warriors! In this edition of Tipsy Thursdays, we’re delving into the dynamic world
What is the MOST Important Call Center Metric?
February 22, 2024
https://youtu.be/HhLTkH3eruc Authored by: Juanita Coley Guest Interview: Todd Hixson Hey there, WFM warriors! In today’s Tipsy Thursday blog, we’re on a mission to unravel the
WFM influence on Employee Experience and the Trickle down Impacts to Customer experience and Business Profitability
February 14, 2024
https://youtu.be/BBUJ0cTwevE Authored by: Juanita Coley Guest Interview: Sean Ilenrey Hey there, WFM warriors! In today’s Tipsy Thursday blog, let’s dive and explore how Workforce Management
What is the Role of Forecasting?
February 8, 2024
https://youtu.be/vDvw_M87qdQ Authored by: Juanita Coley Guest Interview: Alec Bowman First of all, What is Forecasting? Before we delve deeply into the role of forecasting, let’s