Contact center quick laps by Robert C. Davis and Associates: Validation is key

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Brad Baumunk, President and COO, Robert C. Davis and Associates  Robert C. Davis and Associates’ quick laps with a purpose model can be a powerful tool for your supervisors. As part of this process, a great way to validate that team members are working on their commitments is to ask them, “Please give me an...

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Contact center quick laps by Robert C. Davis and Associates: What to do during busy times

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Brad Baumunk, President and COO, Robert C. Davis and Associates  One thing we know for sure is that contact centers get very busy. Sometimes, everyone on the team is on call after call after call! During busy times like these, supervisors should still do quick laps (Robert C. Davis and Associates’ quick laps with a purpose...

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Contact center quick laps by Robert C. Davis and Associates: We all love recognition

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Brad Baumunk, President and COO, Robert C. Davis and Associates  Robert C. Davis and Associates’ quick laps with a purpose model helps contact center leaders focus on the positive outcomes happening with their agents and call out individual success. We all like to be recognized, and we help leaders build the skills to be...

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Contact center quick laps by Robert C. Davis and Associates: Make the most out of time with your team

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Brad Baumunk, President and COO, Robert C. Davis and Associates  Recently I attended a client quarterly business review. Each quarter, they choose one of the contact center locations for the meeting, and we get time to observe leadership in action. We were deploying new coaching tactics to 17 locations for this particular...

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Contact center best practices by Robert C. Davis and Associates: Group skill transfer is the meat and potatoes in huddles

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Bob Davis, Founder and CEO, Robert C. Davis and Associates Providing initial training, coaching and feedback is just the first step in an effective continuous improvement plan in the contact center. The second step is on-the-floor observation and group skill transfer (the meat and potatoes in huddles). The third step is review,...

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Contact center best practices by Robert C. Davis and Associates: The huddle agenda and team participation

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Bob Davis, Founder and CEO, Robert C. Davis and Associates Developing a robust and repeatable agenda is key to delivering a world-class huddle. At Robert C. Davis and Associates, we use a seven-step agenda with the focus being placed on skill training. Skill training comprises seven minutes of a 15-minute huddle. The...

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