How cruise lines can navigate to higher revenue for the 2013-2014 season

Turn more shoppers into buyers in your customer contact centers By Bob Davis I wrote about this subject back in 2011, and the time has come to bring it to mind again looking toward the 2013-2014 season. Here’s the story: The call came into a cruise line’s customer contact center. The caller, an older man, was having trouble navigating the company’s web site. He wanted to know how to select...

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Press Release: Robert C. Davis and Associates helps Detroit Media Partnership contact center increase saves rate by 33% using web-based 3-D animated gaming simulation

Contact: Bob Davis, RCDA President | 678-548-1775 | bob@robertcdavis.net DETROIT — Robert C. Davis and Associates (RCDA) has helped the Detroit Media Partnership contact center increase its saves rate by 33% by launching a training and coaching workshop that includes a new web-based 3-D animated gaming simulation developed by Quality Conversation Simulations, LLC, a subsidiary of RCDA. FOR...

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How web-based 3-D animated gaming simulations lead to better performance, higher revenues in call centers

About CCA | About CCNG | Become a Member By Bob Davis (As published in the June 8, 2012, edition of the bi-weekly e-newsletter of the Contact Center Association, CCA Insider) There are 183 million active gamers in the United States, who spend an average of 13 hours per week playing computer or video games. Imagine tapping into the energy and the talents that these gamers use to master Guitar...

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Contact Center Association’s Rich Hand interviews RCDA’s Bob Davis about turning service into sales

On February 22, 2012, Rich Hand of the Contact Center Association interviewed RCDA’s Bob Davis about the importance of turning service into sales via The Quality Conversation. Bob will present a talk, “Turning Service Into Sales Through a Quality Conversation,” at CCA’s conference in Orlando, Fla., April 23-26. Listen to the...

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Training, coaching and burning the boats: How to inspire customer contact center agents to do what they are capable of doing

By Bob Davis My company—Robert C. Davis and Associates (RCDA)—was working on a culture-change project in a client’s customer contact center, and a quote from Emerson kept going through my head: “Our chief want in life is somebody who shall make us do what we can.” It was time for the all-hands meeting, and agents were arriving from every direction. From the north wing and upstairs they...

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