RCDA introduces online work-from-home courses for contact center teams

By Bob Davis, Founder and CEO To meet the demand of organizations seeking training for their teams working from home during these challenging times, Robert C. Davis and Associates (http://robertcdavis.net) is excited to present three online courses designed to maximize the performance of supervisors, leaders at all levels, and contact center agents in the work-from-home...

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How to drive desired contact center results in a challenging time

By Bob Davis, Founder and CEO, Robert C. Davis and Associates Now that your people are working from home because of COVID-19, how do you keep them engaged? How do you keep them focused on their KPIs? How do you help them balance all of those KPIs when service levels are still suffering? The answer, of course, is that your supervisors need to be experts in working with these...

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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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