Top cable and satellite executives testify about industry customer service practices before the Senate

By Vicky Egan, RCDA Senior Consultant On June 23, 2016, cable and satellite television executives testified before a Senate Government Affairs subcommittee about their industry’s customer service and billing practices. Senators presented stories from personal and constituent experiences, and they asked what each witness was doing to address ongoing consumer confusion and frustration with...

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Here are four must-have leadership qualities

By Lisa Pustelak, RCDA Senior Consultant Great sales or customer service representatives don’t necessarily become great leaders. And not all leaders have inherent customer service or sales skills if they have not grown and been promoted organically from handling phone calls as a representative. Many of the leaders we work with were promoted because they had great sales or service metrics, not...

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Understand the three myths about improving the customer experience

By Rich Hand, RCDA Consultant The value of improving the customer experience should be tied to real dollars and ROI, and today executives are putting plans in place to deliver on a better customer experience in pursuit of these gains. There are many considerations to take into account when developing a strategy for improved customer experience. Over the past 10 years, many organizations have...

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Drive results through a disciplined floor management and coaching strategy

By Vicky Egan, RCDA Senior Consultant “I don’t have time to coach…” “We’re too busy to take agents off the floor for coaching…” “I spend most of my time in meetings and doing administrative tasks…” Contact center managers probably hear these common excuses when asking supervisors why they do not coach their agents. But what could be more important than coaching and...

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