If not now, when? Why it’s time to bring contact center coaching into the comfort zone

By Brad Baumunk, President and COO, Robert C. Davis and Associates When it comes to coaching team members, we’ve seen contact center leaders reprioritize it and push it off until tomorrow, especially if coaching is not in their comfort zone. At our consultancy Robert C. Davis and Associates (http://robertcdavis.net), we’ve observed that it’s not because they find coaching...

Read More

Inspect what you expect in your contact center – or it won’t be done “uncommonly well”

By Brad Baumunk, President and COO, Robert C. Davis and Associates In your contact center, wouldn’t it be great if you could transfer a skill to someone and never have to follow up, to just expect it is being done with excellence? Well, we all know that is not possible, and we have all heard the saying, “Inspect what you expect.” When Robert C. Davis and Associates...

Read More

Contact center performance: You talk about it, but what are you doing about it?

By Brad Baumunk, President and COO, Robert C. Davis and Associates In the contact center, we have plenty of statistics on agent, team and site performance. We know who is performing well, which teams are our low performing teams, and so forth. In too many instances, leaders and teams have meetings to talk about performance, and then nothing material happens. Performance management is...

Read More

Consistent coaching is the key to contact center success

By Brad Baumunk, President and COO, Robert C. Davis and Associates One of the most fascinating insights we gain from roundtables and one-on-one interviews with supervisors and agents is from the disparity in what supervisors say they are doing versus what the agents report the supervisors are doing. Supervisors will often tell us they are conducting coaching activities with their team...

Read More

Making the difference between good and great in contact centers

By Brad Baumunk, President and COO, Robert C. Davis and Associates Jim Collins wrote the best-selling book Good to Great, and we see good daily in our clients’ contact centers. Many of the people we encounter in our contact center work are good but not disciplined and consistent enough to be great. Every day, our contact center consultants focus on adherence to processes and...

Read More