Training, 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 More

Cable 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 More