Skill transfer by Robert C. Davis and Associates: Contact center wisdom requires observation

By Brad Baumunk, President and COO

This week, I’ve been posting about our highly effective skill transfer process for contact centers. We’ve covered the first three steps – Explain, Demonstrate, and Practice with Coaching. Today, I’ll talk briefly about Step 4 – Observe. After you believe the trainee may have achieved an acceptable level of competence at a new skill, it’s time to observe them giving an uninterrupted demonstration of the new skill in real time.

Have the trainee log back into the phone to take a call while you are y-jacked in and listening. Be sure to pay close attention and take good notes to prepare for the next step – Feedback, positive or negative. More on that in my next email! In the meantime, keep the quote below in mind.

“To acquire knowledge, one must study; but to acquire wisdom, one must observe.”

– Marilyn vos Savant

Let’s have a call to talk more about Robert C. Davis and Associates’ proven skill transfer model (including explanation, demonstration, practice with coaching, and observation) and how it can be a wise choice to implement in your contact center operation.

Robert C. Davis and Associates
Bob Davis, Founder and CEO | 678-548-1775 |
Brad Baumunk, President and COO | 512-695-2511 |