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 (

If your organization has a contact center, the employees answering the phones, responding to customer emails, chat, SMS, social media, etc., are the face of the organization.  Ensuring they have the right tools (telephony, CRM, etc.) and the tools work for them, is critical.

Beyond the tools, how do you create employee engagement and ensure your employees are prepared to provide a world-class customer experience? Do your supervisors, who were most likely agents yesterday and are in their first leadership role, know how to lead a team of 12, 15, 18 and sometimes 20 associates?

At Robert C. Davis and Associates (RCDA –, we work with your supervisors and help them become competent coaches and experts in demonstrating the process. Before they can coach mastery, we help them become masters themselves.

Our Offer

Free up-front consultation

Unlike our competitors, we don’t charge you for the advance time we spend observing your operation and determining optimal strategy and tactics. Before we ask you to invest in our services, we invest in you. Contact us ( to request your free up-front consultation today.

Immediate impact 

The moment RCDA arrives on-site, our energy is high and focused. Our objectives are crystal clear. Our impact is immediate.

Master trainers and coaches 

Teaching, modeling and skill transfer are second nature to every member of our team. Never new to the game, we have been playing it and winning it for decades. Our master trainers don’t just teach. We model and transfer skills. We inspire action. We generate dramatic results.

Performance under pressure 

What’s more, RCDA excels under time pressure, adherence to customer contact center key metrics, and the daily demands of your business. Can we handle complex projects? Simultaneous consultation? Delivery across multiple locations? Absolutely.

For more information, please contact RCDA.