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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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...

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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...

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Your words matter: Choose wisely to create a positive customer experience

By Rich Hand, RCDA Consultant As contact center professionals, the words we use can make the difference between a good and great experience for the customer. In certain circumstances, it can also mean the difference in calming down an angry customer or escalating the situation beyond repair, resulting in the customer cancelling their service. It is often the little things we do that make for...

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Navigating the transition from peer to supervisor

By Vicky Egan, RCDA Senior Consultant I think most of us would agree that promoting internal staff to management positions is a powerful best practice in driving career development and increasing morale for those who wish to advance. But moving from a frontline position to entry-level management is a huge step, and managers can do more to help prepare new supervisors for the transition. A newly...

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Creating a positive customer experience can be simple but not easy

By Lisa Pustelak, RCDA Senior Consultant How many times have you heard the statement, “It’s simple but not easy”?  So many things really are simple, and we know exactly what to do, but they are not easy because we may have to change some deeply embedded habits we have created. For example, we know if we eat less and exercise, we will lose weight. However, passing up some of our favorite...

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