The contact center monthly performance review by Robert C. Davis and Associates: Setting up your team for success

By Bob Davis, Founder and CEO, Robert C. Davis and Associates Recently, I received a phone call from a supervisor at one of our clients. When we started working with this client six months ago, they didn’t have a robust monthly performance review (MPR) process in place. We worked with leadership, developed an MPR process, and launched it 30 days later. When we started, the supervisor...

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Coaching: Let your team members arrive at their own solutions

By Bob Davis, Founder and CEO, Robert C. Davis and Associates I was reading a Harvard Business Review article on why so many coaching sessions do not produce the intended result, and the conclusion was that in these sessions, the coach does too much talking and does not let the coached team member come up with their own solutions. I have seen this time and time again.  We teach a...

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Contact centers: The case for coaching and The Quality Conversation

By Brad Baumunk, President and COO, Robert C. Davis and Associates Let’s talk about the value of a coach in someone’s life. Consider the quote by Ralph Waldo Emerson: “What I need is someone who will make me do what I can.” We all need a little nudge from time to time. A coach can do that. At every level of sports, we see coaches who help the team perform and do what they can....

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Skill transfer by Robert C. Davis and Associates: In the contact center, successful skill transfer depends on ample feedback

Five-part series Part 1 | Part 2 | Part 3 | Part 4 | Part 5 By Brad Baumunk, President and COO Here’s the last in our series on skill transfer for your contact center teams. We’ve covered the first four steps in our skill transfer model – explanation, demonstration, practice with coaching, and observation. Step 5, Feedback, is where you reinforce the right behaviors and make...

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Skill transfer by Robert C. Davis and Associates: Contact center wisdom requires observation

By Brad Baumunk, President and COO This week, I’ve been posting about our highly effective skill transfer process for contact centers. We’ve covered the first three steps – Explain, Demonstrate, and Practice with Coaching. Today, I’ll talk briefly about Step 4 – Observe. After you believe the trainee may have achieved an acceptable level of competence at a new skill, it’s...

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