Contact center quick laps by Robert C. Davis and Associates: Make the most out of time with your team

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Brad Baumunk, President and COO, Robert C. Davis and Associates  Recently I attended a client quarterly business review. Each quarter, they choose one of the contact center locations for the meeting, and we get time to observe leadership in action. We were deploying new coaching tactics to 17 locations for this particular...

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Contact center best practices by Robert C. Davis and Associates: Group skill transfer is the meat and potatoes in huddles

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Bob Davis, Founder and CEO, Robert C. Davis and Associates Providing initial training, coaching and feedback is just the first step in an effective continuous improvement plan in the contact center. The second step is on-the-floor observation and group skill transfer (the meat and potatoes in huddles). The third step is review,...

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Contact center best practices by Robert C. Davis and Associates: The huddle agenda and team participation

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Bob Davis, Founder and CEO, Robert C. Davis and Associates Developing a robust and repeatable agenda is key to delivering a world-class huddle. At Robert C. Davis and Associates, we use a seven-step agenda with the focus being placed on skill training. Skill training comprises seven minutes of a 15-minute huddle. The...

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Contact center best practices by Robert C. Davis and Associates: The purpose of a world-class huddle

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Bob Davis, Founder and CEO, Robert C. Davis and Associates The purpose of huddles is to motivate, inspire, train and focus a contact center team to accomplish goals for the organization. The agents should leave the huddle thinking and feeling: • Inspired and motivated to break limits. • More focused to achieve...

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Contact center best practices by Robert C. Davis and Associates: Characteristics of a world-class huddle

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Bob Davis, Founder and CEO, Robert C. Davis and Associates Two months ago on a visit to a new client’s contact center, I observed supervisors doing 15-minute pre-shift huddles and was less than impressed with what they delivered. Since then, we have rolled out a robust huddle process. It’s made a world of difference! In my...

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