Process
Customer Experience
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Delivering Excellence
Learn innovative ways to ensure every customer has a stellar experience, every time, through effective agent training.
Transforming Culture
Front-line coaching is the key to creating a culture of outstanding customer experience.
Sustainable Progress
Sustaining your team’s training through regular, side-by-side coaching is the best way to keep positive progress going.
A Culture of Care
Happy customers are loyal customers, so you need to know how to give them the best customer experience, every time. RCDA will show you how to teach agents courtesy and empathy, how to train your front-line supervisors on coaching techniques, and how to cultivate and sustain the positive results. We create customized solutions that will greatly improve customer experience—and your bottom line.
Agent Coaching
RCDA will help your agents learn how to speak to customers with courtesy, empathy, and care. They’ll learn The Quality Conversation methodology, which will teach them how to truly make an emotional connection with your customers. These time-tested strategies can help them create an amazing overall customer experience, which leads to much higher sales, increased customer satisfaction, and a real financial benefit for your business.
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Front-Line Training
RCDA knows that contact centers that deliver outstanding customer experience have one common denominator: the time and energy they put into effective first-line coaching of contact center agents. We’ll show you how to effectively transfer skills, schedule regular one-on-one meetings, and conduct side-by-side coaching. We’ll train your teams on how to ask the right questions, listen to your agents, set up meaningful goals and expectations—and how to stick to it, week after week.
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Front-Line Training
RCDA knows that contact centers that deliver outstanding customer experience have one common denominator: the time and energy they put into effective first-line coaching of contact center agents. We’ll show you how to effectively transfer skills, schedule regular one-on-one meetings, and conduct side-by-side coaching. We’ll train your teams on how to ask the right questions, listen to your agents, set up meaningful goals and expectations—and how to stick to it, week after week.
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Rewarding Results
When your team knows how to connect with your customers, it’s up to you to keep it going. RCDA will give you the tools you need to sustain the progress your team has made. You’ll learn to communicate your expectations, create a positive culture, and listen to your agents to ensure they keep using the courteous and empathetic voice that gives customers the best experiences. We’ll also show you exciting ways to reward your team, so they’ll know you’re proud of the great job they’re doing.
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We look forward to working together and improving your call center performance.
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