Robert C. Davis
Bob Davis is a premier customer contact center expert. Since starting his contact center practice in 2001 with a partnership with AOL, Bob has partnered with some of the world’s most revered companies on sales, retention, and customer service projects in contact centers, across a wide array of industries. Bob 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. As proof of this legacy, Bob quickly has become a thought leader in the work-from-home space, developing world-class remote training and coaching techniques that have delivered exceptional results.
Under Bob’s guidance, RCDA has worked with clients including AT&T/DIRECTV, CenturyLink, Clearlink, Bridgevine, ADT, AOL, The Atlanta Journal-Constitution, Clear Harbor, Comcast, Cox Communications, The Dallas Morning News, Direct Energy, Empereon-Constar, IBEX Global, Iron Mountain, iStorage, Houston Chronicle, Landmark Communications, The McClatchy Company, The Miami Herald, Morgan Stanley, Morris Communications, NTVB Media, Nymeo Federal Credit Union, the Pittsburgh Post-Gazette, Police and Fire Federal Credit Union, Princess Cruises/Holland America, Qualfon, RDI, ResMed, Ring, S&P Data, SafeWay Driving Centers, San Francisco Chronicle, Shentel, Southern Newspaper Publishers Association, Verizon, Vertex, Vistaprint, VXI, TC Transcontinental, USA TODAY, and The Washington Post.
In addition to running RCDA, Bob spent 15 years as the franchisee of the Dale Carnegie Courses in four New England states: Maine, New Hampshire, Vermont, and Massachusetts. In addition to supervising sales and administrative employees in his Portland office, Bob supervised 21 salespeople who crisscrossed the 60,000-square-mile territory—growing the operation from the lowest-producing Dale Carnegie franchise in the country to the third most successful. In the process, he earned distinction as one of the outstanding sales leaders within the Dale Carnegie organization.
Bob has also served on the board of The Virtual Experience Corporation, a Virginia-based company specializing in teaching the discipline of project management.
In 2014, Bob 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 achieving unprecedented success in professional and personal life; how Bob has applied these keys to his own life; and how, as a trainer, coach, and consultant, he’s shared them for decades with scores of companies and thousands of people worldwide. The Quality Conversation unlocks the secrets of Bob’s approach, breaking down this process into bite-sized pieces, inspiring anecdotes, and exercises that readers can apply in their own lives. Bob covers the role of attitude, taking a genuine interest in others, living and working with enthusiasm, and the way one greets others. The book shows readers how to improve their sales results, and life in general, by learning to engage in full discovery, provide custom solutions, make compelling offers, overcome objections, and make an assumptive close. Readers learn how to strengthen their strengthen their goal-setting and time-management skills and tap the power that comes with high self-confidence.
As President and CEO of RCDA, Bob leads a company with a large staff of highly experienced sales and coaching professionals (RCDA Consultants) with long-standing track records for driving superlative contact center results. Bob, his company, and its consultants, are known among their clients for hitting the ground running, embracing clients’ businesses as their own, and connecting with personnel on every level in ways that inspire them to do all that they’re capable of doing. As a result, Bob and his company have consistently helped them add millions of dollars to their bottom lines and provided exponential, sustainable returns on investment.
RCDA also has developed a practice that has been highly successful in helping agents for whom English is a second language. RCDA helps these agents navigate the nuances of sales call flows and hold quality conversations with U.S.-based customers, resulting in high customer satisfaction and dramatically improved sales results.
One of Bob’s favorite quotes is from Emerson: “What I need is someone who will make me do what I can.” He prides himself on being that someone for others in every interaction.