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...

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

Microfinancing Represents an Exciting and Lucrative New Market Opportunity for Credit Unions

By Bob Davis It is a universal truth: Old-fashioned loans are hard to come in these economic times. For those below the poverty line, this is especially true, as it can be a task even to keep up with payments, much less drive profit for the lender. This is why microcredit, the smallest variety of loans with low principal and an attractive interest rate for all parties, represents such a great...

Read More

Targeting Generation Y Membership Growth for Credit Unions – Part 1

Based on the overwhelming need for credit unions to reach the critical target market of young adults age 21-34, this is a two-part series on the Robert C. Davis and Associates Resources blog. Part One. Credit unions have a unique opportunity with that Millennial age group, known as Generation Y. These consumers, between the ages of 21 and 34 years old, are in a phase of life with the most radical...

Read More

How Credit Unions Can Help Members Cope with Sequestration

From loan assistance, penalty-free early withdrawal and special low interest rates to hotlines, education campaigns and emergency loans products and forgiveness offers, credit unions are stepping up to provide members with relief.  “Our goal is to serve our members, whatever the situation,” said one president of a federal credit union. Many of the nation’s leading credit unions...

Read More