All Coaching Is Not Created Equally

By Brad Baumunk, President and COO, Robert C. Davis and Associates Coaching is a critical part of growth in all aspects of life. For example, as an avid triathlete, I have employed various coaches over the last 10 years to improve my swimming, biking, running and overall performance. In my situation as a triathlete and in your contact center, all coaching is not created equally. One-on-one for...

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Making emotional connections with customers is key to excellent NPS and VOC results

By Brad Baumunk, President and COO, Robert C. Davis and Associates Recently I read an article by Toma Kulbyte entitled “32 Customer Experience Statistics You Need to Know for 2018” (https://www.superoffice.com/blog/customer-experience-statistics/). In addition to all of the statistics she quotes, I particularly like her definition of CX: “Customer experience is your customers’ perception...

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The world-class employee experience leads to the world-class customer experience

By Brad Baumunk, President and COO, Robert C. Davis and Associates In February 2018, Blake Morgan wrote an excellent article “The Un-Ignorable Link Between Employee Experience And Customer Experience,” published on Forbes.com (https://goo.gl/W6oqqp). If your organization has a contact center, the employees answering the phones, responding to customer emails, chat, SMS, social media, etc.,...

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