Realize miraculous NPS and CSAT gains

By Bob Davis, Founder and CEO, Robert C. Davis and Associates We have all received surveys from companies we do business with asking us to rate our experience. Many times it is a Net Promotor Score (NPS) question like the one below: “On a scale from 0 to 10, how likely are you to recommend this company to a friend or colleague?” The contact center is the front line where...

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How we helped a client exceed a monthly sales goal by $200,000+

By Bob Davis, Founder and CEO, Robert C. Davis and Associates Whether you take 500 or 5,000 calls per day in your contact center, each and every interaction should be considered an opportunity to sell. Of course, prospects calling into your sales queue are sales calls. But are you maximizing sales results on every call by attempting to sell additional products and services across the...

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Doing the basics in your contact center – uncommonly well!

By Brad Baumunk, President and COO, Robert C. Davis and Associates One of my favorite quotes is by John D. Rockefeller – “The secret to success is to do the common things uncommonly well.” The outline below of Robert C. Davis and Associates’ leadership continuous improvement process (CIP) and floor management strategy isn’t anything fancy, and most contact centers are...

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Performance, morale and attrition – truly miraculous outcomes

By Bob Davis, Founder and CEO, Robert C. Davis and Associates Do your supervisors seem to be stuck at their computers answering emails, attending countless meetings, and handling a lot of administrative work, taking them away from coaching and developing their teams of 12, 15, 18, or more members? Do you have a time goal or a number goal for coaching and development activities but find...

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Increasing the close ratio on inbound sales from 8% to 25%

By Bob Davis, Founder and CEO Increasing the close ratio on inbound sales of an established client three times over seems too good to be true, but that is just what we helped them do. What was the trick? Well, it wasn’t just one thing. We helped them: • Manage their low performers, so they moved either up or out.  • Get their agents to speak with potential...

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