You don’t have to do it alone (the value of asking for the right help)

By Lisa Pustelak, RCDA Senior Consultant It’s the last day of the month, and as a bonus, it’s also the end of the quarter. You are not a quitter, so you are still trying to figure out how to come up with a miracle to hit all your metric goals to avoid “the talk” once again. You know at some point if the numbers don’t change, the talk will change, and you will be on the unemployment...

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Employee motivation: Helping your people achieve positive change in their lives is tantamount to improving organizational performance

By Larry Hunt, Vice President and Practice Leader Many leaders approach employee motivation from the organization’s point of view, trying to figure out how to get team members to perform better with a primary focus on reaching company goals. It is far better to take Zig Ziglar’s advice: “You can have everything in life you want, if you will just help people get what they want.” In fall...

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RCDA drives KPI achievement through call flow enhancement and agent and leadership development

By Brad Baumunk, President and COO RCDA has invested many years in research to drive KPI achievement through call flow enhancement and agent and leadership development. We have validated our approach through dozens of engagements with our clients. Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and...

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What is REALLY happening on your contact center floor?

By Lisa Pustelak, RCDA Senior Consultant Have you observed first-hand how much coaching your team leaders are doing? Have you listened to your agents talk with your customers, and are they following the call flow with enthusiasm? What about training? Have you participated in new-hire or leadership training? Ask yourself, “When is the last time I sat in on a coaching session, listened to calls...

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Five traits enable RCDA Consultants to drive desired contact center results

By Rich Hand, RCDA Consultant In contact centers, we strive to provide our clients and their employees and customers with an excellent experience. Our recent NPS score by a client http://robertcdavis.net/2017/02/07/nps-measures-success-enables-practice-preach/ affirms our methods work. The phrase “customer experience” is bantered around in board rooms, conference rooms and blogs. No...

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NPS measures success, enables us to practice what we preach

By Larry Hunt, Vice President and Practice Leader At Robert C. Davis and Associates (RCDA), not only do we help our clients implement and measure continuous improvement plans, we strive as a company to continuously improve our performance. On January 26, 2017, we conducted an NPS survey to determine our impact on our client. The survey was a three-question anonymous survey of our client’s...

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