Contact center best practices by Robert C. Davis and Associates: The huddle agenda and team participation

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Bob Davis, Founder and CEO, Robert C. Davis and Associates Developing a robust and repeatable agenda is key to delivering a world-class huddle. At Robert C. Davis and Associates, we use a seven-step agenda with the focus being placed on skill training. Skill training comprises seven minutes of a 15-minute huddle. The...

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Contact center best practices by Robert C. Davis and Associates: The purpose of a world-class huddle

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Bob Davis, Founder and CEO, Robert C. Davis and Associates The purpose of huddles is to motivate, inspire, train and focus a contact center team to accomplish goals for the organization. The agents should leave the huddle thinking and feeling: • Inspired and motivated to break limits. • More focused to achieve...

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Contact center best practices by Robert C. Davis and Associates: Characteristics of a world-class huddle

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Bob Davis, Founder and CEO, Robert C. Davis and Associates Two months ago on a visit to a new client’s contact center, I observed supervisors doing 15-minute pre-shift huddles and was less than impressed with what they delivered. Since then, we have rolled out a robust huddle process. It’s made a world of difference! In my...

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Contact center side-by-side coaching by Robert C. Davis and Associates: Achieving superior results

By Brad Baumunk, President and COO, Robert C. Davis and Associates  The contact center side-by-side coaching model by Robert C. Davis and Associates (RCDA) delivers superior results through identifying behaviors and driving improvement through the skill transfer process. Whether you are trying to improve customer acquisition or retention, customer experience (CSAT/NPS) or other KPIs,...

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Contact center side-by-side coaching by Robert C. Davis and Associates: The side-by-side coaching agenda

By Brad Baumunk, President and COO, Robert C. Davis and Associates The contact center side-by-side coaching model agenda by Robert C. Davis and Associates (RCDA) is an easy-to-follow process and sets the agent and leader up for success. Inform. Let the agent know you will be sitting with them.Explain. Let the agent know the purpose of the session is to look for ways to improve their...

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Contact center side-by-side coaching by Robert C. Davis and Associates – best practices

By Brad Baumunk, President and COO, Robert C. Davis and Associates Robert C. Davis and Associates (RCDA) is often hired by clients to work in their vendor partner sites to bring best practices to bear. I recently had the good fortune to work with a top-performing supervisor in one of those sites. Not only did the supervisor have the lowest attrition rate in the company, she was also...

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