The WFM People™ · Since 2012
No WFM team? Your contact centre is still being planned by guesswork.
Your supervisors are building schedules between escalations. Your BPO is grading its own homework. We give you a real workforce management function, without hiring one.
WFM Navigator™ · LBBD
Service level in less than 60 days.
“Within 60 days, we are hitting targets, making data driven decisions, and my managers are actually managing people again.”
Sabina O., Head of Customer Service, London Borough of Barking and Dagenham
Trusted by teams at
Sound familiar?
Bad workforce planning costs you money, customers and good people.
You’re guessing on headcount.
And missing service levels because of it.
Schedules don’t match demand.
So you pay overtime at 2pm and have idle agents at 9am.
You paid for a WFM tool.
Your team uses a fraction of it.
Two ways we help
We run it for you, or we tell you exactly what’s broken.
WFM Navigator™
We run your WFM for you.
A dedicated forecaster, scheduler, real-time analyst and account manager, working under your brand. Full outsource or hybrid with your team.
WFM Health Check
We tell you what’s broken.
A clear diagnosis of your data, forecasting, scheduling and intraday, plus framework training that takes your team from siloed to predictable.
Running Verint? See our Verint professional services
See all services →Results
LBBD went from 59% to 85% service level in less than 60 days.
London Borough of Barking and Dagenham · WFM Navigator™
“Within 60 days, we are hitting targets, making data driven decisions, and my managers are actually managing people again.”
Sabina O., Head of Customer Service, LBBD
“Juanita Coley did an excellent job with our WFM training. She understood both the technology and, more importantly, how the system needed to work in a real operational environment.”
Eric A., Travel Inc · 5-star Google review
“Navigator gave us a WFM Command Center overnight. We went from reactive to in control.”
CX Director, Healthcare
How it works
Three steps from guesswork to control.
Align
We agree goals, metrics and governance with you.
Deploy
We take over forecasting, scheduling and intraday.
Optimise
Weekly reporting and continuous improvement, backed by a 90-day guarantee.
Why Solid Rock
Since 2012 we’ve done one thing: workforce management.
Vendor-neutral, framework-driven, and honest about what will and won’t work in your operation. Offices in the US and London. Led by Juanita Coley, author and WFM thought leader.
Workforce strategy isn’t what we do. It’s who we are.
Meet Juanita and the team →Know you need help? Skip the forms.
30 minutes. Straight answers. No sales script.
Book a Discovery Call