All Coaching Is Not Created Equally

By Brad Baumunk, President and COO, Robert C. Davis and Associates Coaching is a critical part of growth in all aspects of life. For example, as an avid triathlete, I have employed various coaches over the last 10 years to improve my swimming, biking, running and overall performance. In my situation as a triathlete and in your contact center, all coaching is not created equally. One-on-one for...

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Making emotional connections with customers is key to excellent NPS and VOC results

By Brad Baumunk, President and COO, Robert C. Davis and Associates Recently I read an article by Toma Kulbyte entitled “32 Customer Experience Statistics You Need to Know for 2018” (https://www.superoffice.com/blog/customer-experience-statistics/). In addition to all of the statistics she quotes, I particularly like her definition of CX: “Customer experience is your customers’ perception...

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The world-class employee experience leads to the world-class customer experience

By Brad Baumunk, President and COO, Robert C. Davis and Associates In February 2018, Blake Morgan wrote an excellent article “The Un-Ignorable Link Between Employee Experience And Customer Experience,” published on Forbes.com (https://goo.gl/W6oqqp). If your organization has a contact center, the employees answering the phones, responding to customer emails, chat, SMS, social media, etc.,...

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Delivering the optimum customer experience requires a commitment to effective coaching

By Bob Davis, Founder and CEO, Robert C. Davis and Associates One common denominator As a contact center CX consultant, I have seen outstanding customer experience, horrible customer experience and everything in between. From my observations, contact centers delivering outstanding customer experience have one common denominator – the time and energy they put into effective first-line coaching...

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Is outbound telesales making a comeback?

By Nick Jiwa, President of CustomerServ (Originally Published on March 26, 2018 at https://www.linkedin.com/pulse/outbound-telesales-making-comeback-nick-jiwa/) The death knell for outbound telesales has sounded countless times over the years. Aggressive cold-calling practices, fraudsters, scam artists, relentless robocalls… it’s easy to see why telemarketing’s much-maligned...

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Want to exceed expectations in your contact center? Have your supervisors put their primary focus on coaching and development

By Brad Baumunk, COO It is hard to believe it is 2018. So much has changed, yet so much has stayed the same. When it comes to contact centers, the opportunities seem to be the same year in and year out. Case in point, the findings from two recent surveys Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development. Read article (PDF) Contact...

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