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“The key to success in a customer contact center is the ability and desire to have quality conversations with every customer.”
- Bob Davis
RCDA learned our business (selling a commodity), listened to calls, and built a program within guidelines and limitations. They’re masters at what they do and sit and learn your business. They partner with you, come in and become a part of the fabric. It was a culture shift, and they have instant credibility. RCDA can make a difference on many levels. You get more than what you were asking for and it has a ripple effect: The program, facilitator guide, participant guide, but we got so much more. It wasn’t in the specific deliverables, it was the value add. We’ve seen just spectacular results.
- Carolyn Kiel, VP of Operations, Vertex (a BPO supporting a major utility provider in Georgia)
The Quality Conversation and a better bottom line
Discover how to have a Quality Conversation with every customer. Understand the process that helps companies double average agent sales per day.
The Quality Conversation
- Robert C. Davis and Associates partners with TouchPoint One to drive high ROI in contact center performance improvement efforts
- Optimum CX: Strike the right balance of AI and other new contact center solutions and investing in the human interaction
- Improving CX (and Other Desired Results): The Quality Conversation Imperative
- Contact center insights: Realize the value of teaching your people how to fish
- The key to an effective marketing spend is alignment with the contact center, and the proper focus on the floor: The Quality Conversation
