Your words matter: Choose wisely to create a positive customer experience

By Rich Hand, RCDA Consultant As contact center professionals, the words we use can make the difference between a good and great experience for the customer. In certain circumstances, it can also mean the difference in calming down an angry customer or escalating the situation beyond repair, resulting in the customer cancelling their service. It is often the little things we do that make for...

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Navigating the transition from peer to supervisor

By Vicky Egan, RCDA Senior Consultant I think most of us would agree that promoting internal staff to management positions is a powerful best practice in driving career development and increasing morale for those who wish to advance. But moving from a frontline position to entry-level management is a huge step, and managers can do more to help prepare new supervisors for the transition. A newly...

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Creating a positive customer experience can be simple but not easy

By Lisa Pustelak, RCDA Senior Consultant How many times have you heard the statement, “It’s simple but not easy”?  So many things really are simple, and we know exactly what to do, but they are not easy because we may have to change some deeply embedded habits we have created. For example, we know if we eat less and exercise, we will lose weight. However, passing up some of our favorite...

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