The key to an effective marketing spend is alignment with the contact center, and the proper focus on the floor: The Quality Conversation

By Brad Baumunk, President and COO How much money does your company spend marketing products and services, which generates calls into your contact center? Are your contact center agents maximizing every contact and driving conversion? We recently worked with a company that increased the monthly spend to drive potential customers to the contact center from $100K to $400K per month. Although we...

Read More

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...

Read More

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...

Read More

You don’t have to do it alone (the value of asking for the right help)

By Lisa Pustelak, RCDA Senior Consultant It’s the last day of the month, and as a bonus, it’s also the end of the quarter. You are not a quitter, so you are still trying to figure out how to come up with a miracle to hit all your metric goals to avoid “the talk” once again. You know at some point if the numbers don’t change, the talk will change, and you will be on the unemployment...

Read More

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...

Read More