bob-davis-headshot-174
"Everyone has a fair turn to be as great as he pleases.”
- Jeremy Collier
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
- 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
- Training contact center supervisors around the internal CX is key to reducing agent attrition in tightening labor markets
- All Coaching Is Not Created Equally
