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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The contact center monthly performance review by Robert C. Davis and Associates: A brief look at each step in the process

By Bob Davis, Founder and CEO, Robert C. Davis and Associates Here’s the third in our series of posts on monthly performance review (MPRs) in contact centers (first post, second post). With a commitment to delivering MPRs that have been scheduled and prepared for, it is now time to hold them. So let’s take a brief look at each step in the process. Step 1 –...

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The contact center monthly performance review by Robert C. Davis and Associates: Preparing for optimum results

By Bob Davis, Founder and CEO, Robert C. Davis and Associates The key to success for any meeting is preparation. Delivering contact center monthly performance reviews (MPRs) should take 30 minutes. Beforehand, leaders should expect to take 30 minutes to prepare. This includes reviewing the previous MPR, looking at any coaching completed during the month, and reviewing reports for KPI...

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The contact center monthly performance review by Robert C. Davis and Associates: Setting up your team for success

By Bob Davis, Founder and CEO, Robert C. Davis and Associates Recently, I received a phone call from a supervisor at one of our clients. When we started working with this client six months ago, they didn’t have a robust monthly performance review (MPR) process in place. We worked with leadership, developed an MPR process, and launched it 30 days later. When we started, the supervisor...

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Coaching: Let your team members arrive at their own solutions

By Bob Davis, Founder and CEO, Robert C. Davis and Associates I was reading a Harvard Business Review article on why so many coaching sessions do not produce the intended result, and the conclusion was that in these sessions, the coach does too much talking and does not let the coached team member come up with their own solutions. I have seen this time and time again.  We teach a...

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Contact centers: The case for coaching and The Quality Conversation

By Brad Baumunk, President and COO, Robert C. Davis and Associates Let’s talk about the value of a coach in someone’s life. Consider the quote by Ralph Waldo Emerson: “What I need is someone who will make me do what I can.” We all need a little nudge from time to time. A coach can do that. At every level of sports, we see coaches who help the team perform and do what they can....

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