Inspect what you expect in your contact center – or it won’t be done “uncommonly well”

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

In your contact center, wouldn’t it be great if you could transfer a skill to someone and never have to follow up, to just expect it is being done with excellence? Well, we all know that is not possible, and we have all heard the saying, “Inspect what you expect.”

When Robert C. Davis and Associates ( transfers new skills to leaders, we use a tri-level approach:

1. The RCDA consultant

2. The leader (coach)

3. The team member being coached

This approach includes observing leaders in action and then having a coaching session to determine what went well and what could have been better. Most importantly, we role-play around what could have gone better. And we don’t just do this once, twice or even three times. We do it until the leader has mastered the new skill and is doing it “uncommonly well.”

This is inspired by John D. Rockefeller, who said, “The secret to success is to do the common things uncommonly well.” It is a key ingredient in the secret sauce that differentiates our consultancy from our competition.  Let’s set up a call and discuss how we can help your leaders deliver coaching and development “uncommonly well.”