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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Here are four ways to improve ROI in your marketing budget by considering contact center operations

By Rich Hand, RCDA Consultant Marketing professionals spend countless hours creating campaigns designed to drive customers to their contact centers. They design these efforts to bring in revenue by enticing customers with special offers. Organizations expect that the agents taking these calls will not only sell the product or service marketed, but they will also upsell, cross-sell and create an...

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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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How we turn around performance for clients that outsource customer contact

By Brad Baumunk, RCDA Senior Consultant Robert C. Davis and Associates (RCDA)—through a service we call RCDA OnSite—specializes in turning around low-performing outsourced contact center operations by building and delivering accountability models and by driving adherence to models prescribed by our clients. Accountability models A recent engagement with an outsource partner providing inbound...

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What Zappos, Apple & McDonald’s Can Teach You about Running Customer Support Centers

In business you can learn from both the good and bad examples of others. Sometimes a company’s success offers insight into an effective strategy that can be implemented in your call center. In other cases, a company’s flops can serve as glaring examples of what not to do. Being aware of the strategies and outcomes of other companies can be instrumental in improving the quality of your call...

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