Remote live video coach training turns results around for a major cable company’s offshore call center

By Bob Davis If any industry has live video conferencing technology ideally suited for call center training and coaching built in and ready to use immediately, it’s the cable industry. However, cable companies have hesitated to use remote live video for training and coaching because they’ve been concerned it’s not as effective as in-person training. The problem is that in-person training,...

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How using web-based 3-D animated gaming simulations in training and development leads to better performance and higher revenues

By Bob Davis and Gary Evans Contact centers universally seek engaged and empathetic conversations with their customers, especially when they are upset with service or want to cancel their service or subscription. Good listening skills are of course crucial to the discovery of what is really going on with the customer. Asking relevant questions and listening to the answers are skills that come...

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Doing “Something Differently” to Reduce Call Center Churn

by: Bob Davis Survey says customer churn is high, but clearly preventable The eighth annual Accenture Global Survey results released December 5, 2012, revealed a tremendous opportunity for sales and service organizations across the board. The survey had two major findings. First, in 2012 one in five consumers switched companies they buy from such as wireless phone, Internet service and retail...

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