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...

Read More

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...

Read More

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...

Read More

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...

Read More

Stay interviews allow contact centers to get arms around employee attrition

By Vicky Egan, RCDA Senior Consultant Is attrition killing your contact center performance? An empty seat impacts the entire company. The productivity of the call center will decline, it will impact customer service metrics, service levels will take a hit, and it will affect other KPIs because the team will be handing the same volume of calls with one less team member. Additionally, when a...

Read More

Here are four ways to improve ROI in your marketing budget by considering contact center operations

By Rich Hand, RCDA Consultant Marketing professionals spend countless hours creating campaigns designed to drive customers to their contact centers. They design these efforts to bring in revenue by enticing customers with special offers. Organizations expect that the agents taking these calls will not only sell the product or service marketed, but they will also upsell, cross-sell and create an...

Read More