Skill transfer by Robert C. Davis and Associates: In the contact center, successful skill transfer depends on ample feedback

By Brad Baumunk, President and COO

Here’s the last in our series on skill transfer for your contact center teams. We’ve covered the first four steps in our skill transfer model – explanation, demonstration, practice with coaching, and observation. Step 5, Feedback, is where you reinforce the right behaviors and make corrections in the areas that need work. It’s quite simple, really, but very powerful.

Once you’ve observed your trainee giving an uninterrupted demonstration of their new skill in real time, you have two choices:

  • Positive feedback followed by positive reinforcement aimed at driving long-term adoption of the new skill.
  • Negative feedback followed by a return to the step in the process (explanation, demonstration, or observation) that will lead at the end to the desired result – and your positive feedback and reinforcement.

Ultimately, if you follow our five-step skill transfer process, it will lead your people to mastery of every essential skill they need for success in your contact center operation.

Here’s a quote to keep in mind.

“Feedback is the breakfast of champions.”

– Ken Blanchard

Let’s have a call to talk more about Robert C. Davis and Associates’ complete skill transfer model (including explanation, demonstration, practice with coaching, observation, and feedback) and how it help take your contact center operation to the highest possible performance.

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