Contact center side-by-side coaching by Robert C. Davis and Associates: Achieving superior results

By Brad Baumunk, President and COO, Robert C. Davis and Associates  The contact center side-by-side coaching model by Robert C. Davis and Associates (RCDA) delivers superior results through identifying behaviors and driving improvement through the skill transfer process. Whether you are trying to improve customer acquisition or retention, customer experience (CSAT/NPS) or other KPIs,...

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Contact center side-by-side coaching by Robert C. Davis and Associates: The side-by-side coaching agenda

By Brad Baumunk, President and COO, Robert C. Davis and Associates The contact center side-by-side coaching model agenda by Robert C. Davis and Associates (RCDA) is an easy-to-follow process and sets the agent and leader up for success. Inform. Let the agent know you will be sitting with them.Explain. Let the agent know the purpose of the session is to look for ways to improve their...

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Contact center side-by-side coaching by Robert C. Davis and Associates – best practices

By Brad Baumunk, President and COO, Robert C. Davis and Associates Robert C. Davis and Associates (RCDA) is often hired by clients to work in their vendor partner sites to bring best practices to bear. I recently had the good fortune to work with a top-performing supervisor in one of those sites. Not only did the supervisor have the lowest attrition rate in the company, she was also...

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The contact center monthly performance review by Robert C. Davis and Associates: A brief look at each step in the process

By Bob Davis, Founder and CEO, Robert C. Davis and Associates Here’s the third in our series of posts on monthly performance review (MPRs) in contact centers (first post, second post). With a commitment to delivering MPRs that have been scheduled and prepared for, it is now time to hold them. So let’s take a brief look at each step in the process. Step 1 –...

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The contact center monthly performance review by Robert C. Davis and Associates: Preparing for optimum results

By Bob Davis, Founder and CEO, Robert C. Davis and Associates The key to success for any meeting is preparation. Delivering contact center monthly performance reviews (MPRs) should take 30 minutes. Beforehand, leaders should expect to take 30 minutes to prepare. This includes reviewing the previous MPR, looking at any coaching completed during the month, and reviewing reports for KPI...

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