RCDA’s partnership with Genesys

Enhancing the finest customer experience technology on the human side of the equation

Robert C. Davis and Associates (RCDA) is a partner of Genesys, the leader in contact center and customer experience software solutions for mid-size and large businesses worldwide. The goal of RCDA’s partnership with Genesys centers upon the belief that once a call is handed off to a live agent, the human side of the equation ultimately defines the total customer experience. Software solutions, even at the highest level of effectiveness, are only as good as the team of agents who handle the calls.

It is an ideal partnership, as Genesys provides the software solutions that streamline the customer experience on the technology side while RCDA enhances the customer experience on the human side with an exclusive methodology we call The Quality Conversation.

Our contact center consulting, training and coaching programs are focused on how we define The Quality Conversation: It is a meaningful and mutually rewarding dialog that occurs when a person takes and clearly conveys a genuine interest in another individual’s wants, interests, and needs. It goes beyond building rapport to make an emotional connection and establish real trust. Practicing The Quality Conversation with authenticity and proper skills shows others that you truly care and are genuinely interested in them.

With the optimum contact center and customer experience software solutions in place, companies can take the customer experience—and sales, retention and revenue—to the very highest levels with The Quality Conversation and robust call flow:

  • An enthusiastic greeting
  • Full discovery that uncovers root cause and customer wants, interests and needs
  • Tailored solutions based on those wants, interests and needs and the best interest of the customer
  • An effective process for overcoming objections, based on what the agent learns in full discovery
  • An assumptive close

Bob Davis The Quality Conversation bookRCDA specializes not only in intensive contact center consulting and training, but also the coaching and modeling required for sustainable desired results.

Learn more about Genesys solutions at www.genesys.com and The Quality Conversation at www.robertcdavis.net/process.

Get your copy of the book The Quality Conversation by RCDA Founder, President and CEO Bob Davis.