Contact center best practices by Robert C. Davis and Associates: Group skill transfer is the meat and potatoes in huddles

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Bob Davis, Founder and CEO, Robert C. Davis and Associates Providing initial training, coaching and feedback is just the first step in an effective continuous improvement plan in the contact center. The second step is on-the-floor observation and group skill transfer (the meat and potatoes in huddles). The third step is review,...

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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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