Improving CX (and Other Desired Results): The Quality Conversation Imperative

By Brad Baumunk, President and COO, Robert C. Davis and Associates What differentiates you from your competition? In today’s world, your customer experience (or CX) matters more than ever. In your contact center, the CX starts as soon as callers dial your number and get in to your system. Is it easy to navigate? When they need or want to speak with a live person, can they connect with someone...

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Contact center insights: Realize the value of teaching your people how to fish

By Brad Baumunk, President and COO, Robert C. Davis and Associates We have all heard the quote, “Give someone a fish, and you feed them for a day. Teach someone to fish, and you feed them for a lifetime.” In our contact center consultancy, this sums up two critical components surrounding how we drive sustainable performance: skill transfer and the Socratic method. With skill transfer, we use...

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Are Credit Unions Suffering from Growing Pains?

Credit unions have high member satisfaction rates, but studies have shown that with the growth from migration of customers from banks to credit unions, member satisfaction in some cases has fallen. A report by the American Customer Satisfaction Index published on December 11, 2012, showed that higher fees at banks, including the $30 million consumers paid in overdraft fees in 2011 and planned...

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