RCDA drives KPI achievement through call flow enhancement and agent and leadership development

By Brad Baumunk, President and COO RCDA has invested many years in research to drive KPI achievement through call flow enhancement and agent and leadership development. We have validated our approach through dozens of engagements with our clients. Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and...

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Six Ways Call Centers May Change in 2014

Customers’ needs are constantly changing, and call centers are no longer simply “service centers.” Call center agents need to be prepared for multi-layered interactions with customers, potential customers, the media and everyone in between. While we can’t predict the future per se, we can predict where call centers are heading in 2014 and best methods to adapt to changing technologies and...

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Improving Net Promoter Score with the Quality Conversation

Ever wonder how accurate your customer experience metrics are? How real are the responses when you ask a customer about their experience? What are you even supposed to look for and what does it mean for your business? Eleven years ago, the business strategist Frederick Reichheld introduced the concept that companies should measure the satisfaction of only the most loyal and enthusiastic...

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What does the Comcast purchase of Time Warner portend for the Cable Industry?

The cable industry has recently come upon some news that simply can’t be ignored: Comcast, a big player in the cable industry, brokered a deal to buy TimeWarner (TW) Cable, the second biggest cable provider in the United States, for $45 billion. If you’ve been following the media coverage of this deal, then you already know that consumers are spooked. Many cable customers fear a monopoly...

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Verizon Wireless Primed for Success in 2014

Verizon is riding a tide of good news. That is, the news media has been kind to the broadband and telecommunication company over the past few years, priming it for success in 2014. For example, Verizon made the Fortune 500 list in 2013 and was the top telecommunications company in Fortune’s 2012 list of World’s Most Admired Companies. More recently, Verizon has been in the news in 2014 for...

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Transitioning Experienced Call Center Agents from Service to Sales

In our industry, we’ve been witnessing a major transition from customer service to sales. To understand why this shift is happening, you have to take a look at the initial purpose of call centers: to cut costs and improve customer satisfaction.  Over time, neither of these goals were being met for particular big businesses, like financial services.  In fact, the need for the proper training...

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