Five traits enable RCDA Consultants to drive desired contact center results

By Rich Hand, RCDA Consultant In contact centers, we strive to provide our clients and their employees and customers with an excellent experience. Our recent NPS score by a client http://robertcdavis.net/2017/02/07/nps-measures-success-enables-practice-preach/ affirms our methods work. The phrase “customer experience” is bantered around in board rooms, conference rooms and blogs. No...

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NPS measures success, enables us to practice what we preach

By Larry Hunt, Vice President and Practice Leader At Robert C. Davis and Associates (RCDA), not only do we help our clients implement and measure continuous improvement plans, we strive as a company to continuously improve our performance. On January 26, 2017, we conducted an NPS survey to determine our impact on our client. The survey was a three-question anonymous survey of our client’s...

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Your words matter: Choose wisely to create a positive customer experience

By Rich Hand, RCDA Consultant As contact center professionals, the words we use can make the difference between a good and great experience for the customer. In certain circumstances, it can also mean the difference in calming down an angry customer or escalating the situation beyond repair, resulting in the customer cancelling their service. It is often the little things we do that make for...

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Navigating the transition from peer to supervisor

By Vicky Egan, RCDA Senior Consultant I think most of us would agree that promoting internal staff to management positions is a powerful best practice in driving career development and increasing morale for those who wish to advance. But moving from a frontline position to entry-level management is a huge step, and managers can do more to help prepare new supervisors for the transition. A newly...

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Creating a positive customer experience can be simple but not easy

By Lisa Pustelak, RCDA Senior Consultant How many times have you heard the statement, “It’s simple but not easy”?  So many things really are simple, and we know exactly what to do, but they are not easy because we may have to change some deeply embedded habits we have created. For example, we know if we eat less and exercise, we will lose weight. However, passing up some of our favorite...

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Finish 2016 strong in the contact center by doing three key things

By Rich Hand, RCDA Consultant It’s almost the end of the year! There are only a few weeks left before everyone is “checked out” for the holidays. For managers in the contact center, the holidays represent a special challenge. Normal weeks of the year can be difficult to manage in a contact center, but when people start focusing on the holidays, it takes a special strategy to keep your...

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