Understand the three myths about improving the customer experience

By Rich Hand, RCDA Consultant The value of improving the customer experience should be tied to real dollars and ROI, and today executives are putting plans in place to deliver on a better customer experience in pursuit of these gains. There are many considerations to take into account when developing a strategy for improved customer experience. Over the past 10 years, many organizations have...

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Drive results through a disciplined floor management and coaching strategy

By Vicky Egan, RCDA Senior Consultant “I don’t have time to coach…” “We’re too busy to take agents off the floor for coaching…” “I spend most of my time in meetings and doing administrative tasks…” Contact center managers probably hear these common excuses when asking supervisors why they do not coach their agents. But what could be more important than coaching and...

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Experience the power of getting to know your employees

By Vicky Egan, RCDA Senior Consultant We’ve all heard the old adage that employees leave managers, not companies. A recent study conducted by TINYpulse, an employee engagement firm, surveyed 400 full-time U.S. employees showing that supervisors make or break retention: Employees with managers that respect their work and ideas are 32% less likely to think about looking for a new job. A healthy...

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A little appreciation can go a long way

By Lisa Pustelak, RCDA Senior Consultant We have all been taught that it’s polite (and the right thing to do) to say please and thank you. Why is it so hard then for us to tell people we appreciate them or their work? Working in several contact centers over the past few years, one thing I hear the most from front-line team members is that management doesn’t appreciate what we do. While...

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Making emotional connections versus simply transactions is key to success in contact centers

By Rich Hand, RCDA Consultant Millions of transactions take place in contact centers every day. However, every customer call is an opportunity to not only conduct a transaction but also to make an emotional connection with the customer. Unfortunately, in too many centers you find an emotionless transaction. This can have the outcome a customer wanted, but it doesn’t make a personal, lasting...

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Having an accountability partner will close the gap

By Lisa Pustelak, RCDA Senior Consultant Last month while providing embedded support services with one of our clients, it became apparent that I could confirm a long-standing belief: We are much more likely to do the things we know will improve our performance if there is someone around consistently to push us to actually do these things. That someone is an accountability partner. A friend in the...

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