Contact center performance: You talk about it, but what are you doing about it?

By Brad Baumunk, President and COO, Robert C. Davis and Associates

In the contact center, we have plenty of statistics on agent, team and site performance. We know who is performing well, which teams are our low performing teams, and so forth. In too many instances, leaders and teams have meetings to talk about performance, and then nothing material happens.

Performance management is critical and starts with a well-defined monthly performance review process followed up by weekly side-by-side coaching. 

Our consultancy Robert C. Davis and Associates ( implements a continuous improvement process for clients to make sure performance management is part of every leader’s daily routine. 

Do you have a continuous improvement process to drive performance? If not, let’s have a call so you can learn more about our proven model.

888-392-RCDA (7232) | 678-259-9290 |
Bob Davis, Founder and CEO | 678-548-1775 |
Brad Baumunk, President and COO | 512-695-2511 |