What is REALLY happening on your contact center floor?

By Lisa Pustelak, RCDA Senior Consultant Have you observed first-hand how much coaching your team leaders are doing? Have you listened to your agents talk with your customers, and are they following the call flow with enthusiasm? What about training? Have you participated in new-hire or leadership training? Ask yourself, “When is the last time I sat in on a coaching session, listened to calls...

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Five traits enable RCDA Consultants to drive desired contact center results

By Rich Hand, RCDA Consultant In contact centers, we strive to provide our clients and their employees and customers with an excellent experience. Our recent NPS score by a client http://robertcdavis.net/2017/02/07/nps-measures-success-enables-practice-preach/ affirms our methods work. The phrase “customer experience” is bantered around in board rooms, conference rooms and blogs. No...

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NPS measures success, enables us to practice what we preach

By Larry Hunt, Vice President and Practice Leader At Robert C. Davis and Associates (RCDA), not only do we help our clients implement and measure continuous improvement plans, we strive as a company to continuously improve our performance. On January 26, 2017, we conducted an NPS survey to determine our impact on our client. The survey was a three-question anonymous survey of our client’s...

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