Contact center best practices by Robert C. Davis and Associates: The huddle agenda and team participation

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Bob Davis, Founder and CEO, Robert C. Davis and Associates Developing a robust and repeatable agenda is key to delivering a world-class huddle. At Robert C. Davis and Associates, we use a seven-step agenda with the focus being placed on skill training. Skill training comprises seven minutes of a 15-minute huddle. The...

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Contact center best practices by Robert C. Davis and Associates: The purpose of a world-class huddle

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Bob Davis, Founder and CEO, Robert C. Davis and Associates The purpose of huddles is to motivate, inspire, train and focus a contact center team to accomplish goals for the organization. The agents should leave the huddle thinking and feeling: • Inspired and motivated to break limits. • More focused to achieve...

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Contact center best practices by Robert C. Davis and Associates: Characteristics of a world-class huddle

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Bob Davis, Founder and CEO, Robert C. Davis and Associates Two months ago on a visit to a new client’s contact center, I observed supervisors doing 15-minute pre-shift huddles and was less than impressed with what they delivered. Since then, we have rolled out a robust huddle process. It’s made a world of difference! In my...

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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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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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