Contact center performance: You talk about it, but what are you doing about it?

By Brad Baumunk, President and COO, Robert C. Davis and Associates In the contact center, we have plenty of statistics on agent, team and site performance. We know who is performing well, which teams are our low performing teams, and so forth. In too many instances, leaders and teams have meetings to talk about performance, and then nothing material happens. Performance management is...

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Making the difference between good and great in contact centers

By Brad Baumunk, President and COO, Robert C. Davis and Associates Jim Collins wrote the best-selling book Good to Great, and we see good daily in our clients’ contact centers. Many of the people we encounter in our contact center work are good but not disciplined and consistent enough to be great. Every day, our contact center consultants focus on adherence to processes and...

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To be or not to be world-class

By Bob Davis, Founder and CEO, Robert C. Davis and Associates Creating a world-class customer experience has been a top focus in contact centers for many years. While companies state this as a goal, few can truly claim a world-class customer experience or significantly differentiate themselves from competitors in their own industry.  “To be, or not to be? That is the...

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Realize miraculous NPS and CSAT gains

By Bob Davis, Founder and CEO, Robert C. Davis and Associates We have all received surveys from companies we do business with asking us to rate our experience. Many times it is a Net Promotor Score (NPS) question like the one below: “On a scale from 0 to 10, how likely are you to recommend this company to a friend or colleague?” The contact center is the front line where...

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Doing the basics in your contact center – uncommonly well!

By Brad Baumunk, President and COO, Robert C. Davis and Associates One of my favorite quotes is by John D. Rockefeller – “The secret to success is to do the common things uncommonly well.” The outline below of Robert C. Davis and Associates’ leadership continuous improvement process (CIP) and floor management strategy isn’t anything fancy, and most contact centers are...

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