Training contact center supervisors around the internal CX is key to reducing agent attrition in tightening labor markets

By Brad Baumunk, President and COO As the labor market continues to heat up, the impact of attrition in the contact center will only get worse. People who took jobs in the contact center often took the job because they couldn’t find the appropriate job in their field of choice. In May 2018, the unemployment rate (U3) hit 3.8% before ticking up to 4.0% in June because more people are entering...

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Want to exceed expectations in your contact center? Have your supervisors put their primary focus on coaching and development

By Brad Baumunk, COO It is hard to believe it is 2018. So much has changed, yet so much has stayed the same. When it comes to contact centers, the opportunities seem to be the same year in and year out. Case in point, the findings from two recent surveys Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development. Read article (PDF) Contact...

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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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What is REALLY happening on your contact center floor?

By Lisa Pustelak, RCDA Senior Consultant Have you observed first-hand how much coaching your team leaders are doing? Have you listened to your agents talk with your customers, and are they following the call flow with enthusiasm? What about training? Have you participated in new-hire or leadership training? Ask yourself, “When is the last time I sat in on a coaching session, listened to calls...

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Transitioning your customer contact center from service to sales? Deal with attitude first

By Bob Davis “I am not going to do it, and they can’t make me do it!” This may sound like a five-year-old whining about eating the spinach on her plate. In fact it came from an adult customer service agent when she heard that her organization was moving from customer service to sales. Hers is not the only customer contact center moving from service to sales. Research indicates that 70...

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