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...

Read More

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...

Read More

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...

Read More

How cruise lines can navigate to higher revenue for the 2013-2014 season

Turn more shoppers into buyers in your customer contact centers By Bob Davis I wrote about this subject back in 2011, and the time has come to bring it to mind again looking toward the 2013-2014 season. Here’s the story: The call came into a cruise line’s customer contact center. The caller, an older man, was having trouble navigating the company’s web site. He wanted to know how to select...

Read More