The wheel reinvented?

A question with implications for your customer contact center

The invention of the wheel dates back to 3500 B.C.  The original wheel has transformed into something much different today, and use of the wheel has broadened from its roots. It started out facilitating the transportation of goods to and from market for agriculture and commerce, and it eased the burden of traveling great distances. Today it has become a vital part of every aspect of our lives, found in everything from clocks to vehicles to turbines.

So hasn’t the wheel been reinvented time and time again? Let’s take a look at the definition of the wheel, and use it as a guide:

wheel [hweel, weel] noun – a circular frame or disk arranged to revolve on an axis, as on or in vehicles or machinery. (Source:

The answer, of course, is no.  

However, the original wheel as defined has become something much more useful, more effective and efficient through the vision of each and every person who imagined this circular disk revolving around an axis.  

The same principle applies to most customer care processes and procedures that we review and improve during our consulting engagements. Your greeting may be welcoming and engaging, but jumping on the first concern may be causing your NPS score to be lower than necessary. You might be missing on an opportunity to engage emotionally with your customers, driving lower CSAT. If you strategy is to have a conversation with your customer, why not have a relevant conversation about the reason for the customer’s call?  This is far better than asking, “How is the weather in your city?”

Working with your current wheel

At Robert C. Davis and Associates, our vision is based upon an exclusive process we call The Quality Conversation.  Having Quality Conversations better equip customer contact center leadership to build a customer experience culture with their internal customers, employees and external customers. This is accomplished not by reinventing the wheel, but by working with your wheel to make it more efficient and effective. For more than 30 years, RCDA has gained deep experience training and coaching customer contact center teams based on principles that are pivotal to business success. Our training and coaching programs make integral changes to the entire culture of the customer contact center, not simply the scripts your teams use.

Contact me to arrange a free strategy session about how we can work with your wheel—how we can use The Quality Conversation to dramatically improve you customer service quality, customer retention and sales results.

– Brad Baumunk, Senior Consultant, Robert C. Davis and Associates | 512-695-2511