Skill transfer by Robert C. Davis and Associates: In contact center training and coaching, skill demonstration leads to sustainable adoption

Five-part series Part 1 | Part 2 | Part 3 | Part 4 | Part 5 By Brad Baumunk, President and COO In my last post, I wrote about the value of Robert C. Davis and Associates’ proven skill transfer model for contact centers. I covered the first step of the skill transfer process – Explain – with an example of how it sounds. Today, let’s look briefly at Step 2...

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Skill transfer by Robert C. Davis and Associates: The proven skill transfer model for contact centers begins with a clear explanation

Five-part series Part 1 | Part 2 | Part 3 | Part 4 | Part 5 By Brad Baumunk, President and COO Happy 2020! May it be the best year ever for all of us. During a recent site visit, I did tri-levels with supervisors (observer-coach-agent) with the goal of observing our recent skill transfer training in action. As I organized my day and interacted with supervisors to get on their...

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Contact center coaching and development: Plan it, schedule it, do it!

By Brad Baumunk, President and COO, Robert C. Davis and Associates In the contact center, we expect our most important resources to follow a schedule, and we measure their schedule adherence. Start at 8am, go to break from 10-10:15am, go to lunch from 12-12:45pm, attend training from 2-3 pm, go to break from 3-3:15pm, and go home at 4:45pm. And when you are scheduled to handle customer...

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But we had training on that!

By Brad Baumunk, President and COO, Robert C. Davis and Associates I was sitting in on a company calibration between the client and the contact center BPO. The call we listened to was not good at all – three auto fails, and no real demonstration of how to use the call flow. When the call ended, there was an awkward silence in the room. Finally the ops manager for the BPO spoke up...

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If not now, when? Why it’s time to bring contact center coaching into the comfort zone

By Brad Baumunk, President and COO, Robert C. Davis and Associates When it comes to coaching team members, we’ve seen contact center leaders reprioritize it and push it off until tomorrow, especially if coaching is not in their comfort zone. At our consultancy Robert C. Davis and Associates (http://robertcdavis.net), we’ve observed that it’s not because they find coaching...

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