He has worked extensively for nearly 40 years on sales, retention and customer service projects in contact centers across a wide array of industries.

He has the experience and ability to dramatically improve the performance of sales, retention and customer service teams. He also has the credibility to work with supervisors, sales reps, retention reps and CSRs, along with the senior management personnel who oversee projects.

In short, Bob knows how to drive contact center results forward quickly with a team of champions, and RCDA’s track record shows it.

In 2014, he authored the book The Quality Conversation, based on RCDA’s exclusive approach and methodology by the same name for driving stellar sales, retention and customer service performance in contact centers. The book examines the keys to unprecedented success in professional and personal life and how he has applied them in his own life—and how as a trainer, coach and consultant, he’s shared them for decades with scores of companies across multiple industries and thousands of people who have taken his training and coaching programs across America and in other countries