The world-class employee experience leads to the world-class customer experience

By Brad Baumunk, President and COO, Robert C. Davis and Associates In February 2018, Blake Morgan wrote an excellent article “The Un-Ignorable Link Between Employee Experience And Customer Experience,” published on Forbes.com (https://goo.gl/W6oqqp). If your organization has a contact center, the employees answering the phones, responding to customer emails, chat, SMS, social media, etc.,...

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Delivering the optimum customer experience requires a commitment to effective coaching

By Bob Davis, Founder and CEO, Robert C. Davis and Associates One common denominator As a contact center CX consultant, I have seen outstanding customer experience, horrible customer experience and everything in between. From my observations, contact centers delivering outstanding customer experience have one common denominator – the time and energy they put into effective first-line coaching...

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How to get your agents to make customers feel special – and reap the rewards

By Bob Davis Recently I heard a story on NPR’s Morning Edition that made my day, because it validates my life’s work – teaching people the high value of taking a genuine interest in others. My work and the endeavors of my contact center consulting, training and coaching firm revolve around an approach we developed called The Quality Conversation. I define The Quality Conversation as a...

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Employee motivation: Helping your people achieve positive change in their lives is tantamount to improving organizational performance

By Larry Hunt, Vice President and Practice Leader Many leaders approach employee motivation from the organization’s point of view, trying to figure out how to get team members to perform better with a primary focus on reaching company goals. It is far better to take Zig Ziglar’s advice: “You can have everything in life you want, if you will just help people get what they want.” In fall...

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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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What is REALLY happening on your contact center floor?

By Lisa Pustelak, RCDA Senior Consultant Have you observed first-hand how much coaching your team leaders are doing? Have you listened to your agents talk with your customers, and are they following the call flow with enthusiasm? What about training? Have you participated in new-hire or leadership training? Ask yourself, “When is the last time I sat in on a coaching session, listened to calls...

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