Highly accomplished surgeon discovers—and proves—the universal value of coaching
By Bob Davis Recently I read an article in the New Yorker that really resonated with me as a trainer and coach. In the article, entitled “Top athletes and singers have coaches. Should you?,” surgeon Atul Gawande, M.D. wrote about what inspired him to ask a colleague to coach him in the operating room (despite the fact that Gawande is a highly accomplished, respected surgeon with excellent...
Read MoreRemote live video coach training turns results around for a major cable company’s offshore call center
By Bob Davis If any industry has live video conferencing technology ideally suited for call center training and coaching built in and ready to use immediately, it’s the cable industry. However, cable companies have hesitated to use remote live video for training and coaching because they’ve been concerned it’s not as effective as in-person training. The problem is that in-person training,...
Read MoreHow using web-based 3-D animated gaming simulations in training and development leads to better performance and higher revenues
By Bob Davis and Gary Evans Contact centers universally seek engaged and empathetic conversations with their customers, especially when they are upset with service or want to cancel their service or subscription. Good listening skills are of course crucial to the discovery of what is really going on with the customer. Asking relevant questions and listening to the answers are skills that come...
Read MoreDoing “Something Differently” to Reduce Call Center Churn
by: Bob Davis Survey says customer churn is high, but clearly preventable The eighth annual Accenture Global Survey results released December 5, 2012, revealed a tremendous opportunity for sales and service organizations across the board. The survey had two major findings. First, in 2012 one in five consumers switched companies they buy from such as wireless phone, Internet service and retail...
Read MorePress Release: Robert C. Davis and Associates helps Detroit Media Partnership contact center increase saves rate by 33% using web-based 3-D animated gaming simulation
Contact: Bob Davis, RCDA President | 678-548-1775 | bob@robertcdavis.net DETROIT — Robert C. Davis and Associates (RCDA) has helped the Detroit Media Partnership contact center increase its saves rate by 33% by launching a training and coaching workshop that includes a new web-based 3-D animated gaming simulation developed by Quality Conversation Simulations, LLC, a subsidiary of RCDA. FOR...
Read MoreHow web-based 3-D animated gaming simulations lead to better performance, higher revenues in call centers
About CCA | About CCNG | Become a Member By Bob Davis (As published in the June 8, 2012, edition of the bi-weekly e-newsletter of the Contact Center Association, CCA Insider) There are 183 million active gamers in the United States, who spend an average of 13 hours per week playing computer or video games. Imagine tapping into the energy and the talents that these gamers use to master Guitar...
Read MoreAbout Bob Davis
Bob Davis is a premier customer contact center expert. He has worked extensively over 30 years on call center projects with RCDA and a national training/consulting organization. He has the experience and ability to dramatically improve the performance of sales, retention and customer service teams. Read full bio
