Contact center insights: Realize the value of teaching your people how to fish

By Brad Baumunk, President and COO, Robert C. Davis and Associates We have all heard the quote, “Give someone a fish, and you feed them for a day. Teach someone to fish, and you feed them for a lifetime.” In our contact center consultancy, this sums up two critical components surrounding how we drive sustainable performance: skill transfer and the Socratic method. With skill transfer, we use...

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RCDA drives KPI achievement through call flow enhancement and agent and leadership development

By Brad Baumunk, President and COO RCDA has invested many years in research to drive KPI achievement through call flow enhancement and agent and leadership development. We have validated our approach through dozens of engagements with our clients. Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and...

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How to Improve Your On-Demand TV Revenue

On-demand TV is quickly becoming the biggest thing in the pay-TV market. With how busy everyday life is becoming, customers want on-demand access to their favorite content. This is why we are seeing so much growth in on-demand services. In fact, on-demand growth is estimated to double over the next few years. So, how can satellite companies make the most out of the trend? On-Demand...

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