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 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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