Transitioning your customer contact center from service to sales? Deal with attitude first

By Bob Davis “I am not going to do it, and they can’t make me do it!” This may sound like a five-year-old whining about eating the spinach on her plate. In fact it came from an adult customer service agent when she heard that her organization was moving from customer service to sales. Hers is not the only customer contact center moving from service to sales. Research indicates that 70...

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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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The wheel reinvented?

A question with implications for your customer contact center The invention of the wheel dates back to 3500 B.C.  The original wheel has transformed into something much different today, and use of the wheel has broadened from its roots. It started out facilitating the transportation of goods to and from market for agriculture and commerce, and it eased the burden of traveling great distances....

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You just promoted me to supervisor—now what?

Customer contact centers provide a great example of how demonstrating the right skills can quickly propel a person up the corporate ladder regardless of education or class privilege. These workplace environments tend to be a real-life representation of meritocracy where talent is rewarded with advancement. In fact, most customer contact center leaders whom I have encountered started on the...

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Four steps to avoiding authentication pitfalls

“You idiot, I just entered all of that information.” I have worked in customer contact centers my entire career, so as a customer, I tend to be a little more understanding than the customer quoted above when I need to call a company for support. Nonetheless, I am also critical.   Most companies today authenticate callers using some method of automated data collection before handing the call...

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