Robert C. Davis and Associates partners with TouchPoint One to drive high ROI in contact center performance improvement efforts

Press Release Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results ROSWELL, Ga. – November 12, 2018 – Robert C. Davis and Associates (RCDA) has announced a new partnership with TouchPoint One, a company that delivers...

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Optimum CX: Strike the right balance of AI and other new contact center solutions and investing in the human interaction

By Brad Baumunk, President and COO Think about your last experience calling a customer care line. Were you able to solve your issue using an automated system without human interaction? Today we read a lot about artificial intelligence (AI) and other new solutions in the contact center marketplace that providers claim will help improve the customer experience (CX). Clearly, if implemented with...

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Improving CX (and Other Desired Results): The Quality Conversation Imperative

By Brad Baumunk, President and COO, Robert C. Davis and Associates What differentiates you from your competition? In today’s world, your customer experience (or CX) matters more than ever. In your contact center, the CX starts as soon as callers dial your number and get in to your system. Is it easy to navigate? When they need or want to speak with a live person, can they connect with someone...

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Contact center insights: Realize the value of teaching your people how to fish

By Brad Baumunk, President and COO, Robert C. Davis and Associates We have all heard the quote, “Give someone a fish, and you feed them for a day. Teach someone to fish, and you feed them for a lifetime.” In our contact center consultancy, this sums up two critical components surrounding how we drive sustainable performance: skill transfer and the Socratic method. With skill transfer, we use...

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The key to an effective marketing spend is alignment with the contact center, and the proper focus on the floor: The Quality Conversation

By Brad Baumunk, President and COO How much money does your company spend marketing products and services, which generates calls into your contact center? Are your contact center agents maximizing every contact and driving conversion? We recently worked with a company that increased the monthly spend to drive potential customers to the contact center from $100K to $400K per month. Although we...

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Training contact center supervisors around the internal CX is key to reducing agent attrition in tightening labor markets

By Brad Baumunk, President and COO As the labor market continues to heat up, the impact of attrition in the contact center will only get worse. People who took jobs in the contact center often took the job because they couldn’t find the appropriate job in their field of choice. In May 2018, the unemployment rate (U3) hit 3.8% before ticking up to 4.0% in June because more people are entering...

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