Contact Center Association’s Rich Hand interviews RCDA’s Bob Davis about turning service into sales
On February 22, 2012, Rich Hand of the Contact Center Association interviewed RCDA’s Bob Davis about the importance of turning service into sales via The Quality Conversation. Bob will present a talk, “Turning Service Into Sales Through a Quality Conversation,” at CCA’s conference in Orlando, Fla., April 23-26. Listen to the...
Read MoreTraining, coaching and burning the boats: How to inspire customer contact center agents to do what they are capable of doing
By Bob Davis My company—Robert C. Davis and Associates (RCDA)—was working on a culture-change project in a client’s customer contact center, and a quote from Emerson kept going through my head: “Our chief want in life is somebody who shall make us do what we can.” It was time for the all-hands meeting, and agents were arriving from every direction. From the north wing and upstairs they...
Read MoreHow cruise line customer contact centers can turn more shoppers into buyers
By Bob Davis The call came into a cruise line’s customer contact center. The caller, an older man, was having trouble navigating the company’s web site. He wanted to know how to select the best stateroom to suit his needs. The agent was very knowledgeable, competent and enthusiastic. She answered all of his questions, yet she asked very few questions of her own. Believe it or not, she did not...
Read MoreCable customer contact centers transition service to sales with an emotional connection
By Bob Davis Imagine the typical exchange between an agent in a cable company’s customer contact center and a subscriber who has called in with a billing question. Agent: “It will be my pleasure to help you with your billing questions! While my computer pulls up your account information, may I ask, what is your favorite cable program?” Subscriber: “You’re going to laugh, but it’s...
Read MoreTransitioning your customer contact center from service to sales? Deal with attitude first
By Bob Davis “I am not going to do it, and they can’t make me do it!” This may sound like a five-year-old whining about eating the spinach on her plate. In fact it came from an adult customer service agent when she heard that her organization was moving from customer service to sales. Hers is not the only customer contact center moving from service to sales. Research indicates that 70...
Read More3 Steps To Stop Your Cable Subscribers From ‘Cutting The Cord’
By Bob Davis Cable companies are faced with competition today like never before. Not only do they have to deal with traditional competitors, they also have competition from content owners, game consoles and cloud-based competitors. All of this has led to the practice called cord cutting. Whether or not you believe cord cutting is just beginning and will gain momentum, it is impossible to argue...
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Articles and tips on customer service, retention and sales
- How The Quality Conversation helps keep cable customers from cutting the cord
- The Quality Conversation is the key to turning service into sales
- Customer contact center performance: Better attitudes, better bottom-line results come in three steps
- Driving newspaper revenues higher: How to sell more multimedia advertising over the phone