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...

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Committing To A Coaching Culture In The Contact Center Wins Significant Rewards

By Brad Baumunk, President and COO, Robert C. Davis and Associates I have had a love-hate relationship with my TV/internet/home phone and mobile phone provider for 10 years. Yes, they provide all-in-one billing and one company to call for any issue, and you get discounts for having multiple services bundled. This also makes for a challenge, because every time I need to call, I get...

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The key to an effective marketing spend is alignment with the contact center, and the proper focus on the floor: The Quality Conversation

By Brad Baumunk, President and COO How much money does your company spend marketing products and services, which generates calls into your contact center? Are your contact center agents maximizing every contact and driving conversion? We recently worked with a company that increased the monthly spend to drive potential customers to the contact center from $100K to $400K per month. Although we...

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Training contact center supervisors around the internal CX is key to reducing agent attrition in tightening labor markets

By Brad Baumunk, President and COO As the labor market continues to heat up, the impact of attrition in the contact center will only get worse. People who took jobs in the contact center often took the job because they couldn’t find the appropriate job in their field of choice. In May 2018, the unemployment rate (U3) hit 3.8% before ticking up to 4.0% in June because more people are entering...

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All Coaching Is Not Created Equally

By Brad Baumunk, President and COO, Robert C. Davis and Associates Coaching is a critical part of growth in all aspects of life. For example, as an avid triathlete, I have employed various coaches over the last 10 years to improve my swimming, biking, running and overall performance. In my situation as a triathlete and in your contact center, all coaching is not created equally. One-on-one for...

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Making emotional connections with customers is key to excellent NPS and VOC results

By Brad Baumunk, President and COO, Robert C. Davis and Associates Recently I read an article by Toma Kulbyte entitled “32 Customer Experience Statistics You Need to Know for 2018” (https://www.superoffice.com/blog/customer-experience-statistics/). In addition to all of the statistics she quotes, I particularly like her definition of CX: “Customer experience is your customers’ perception...

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