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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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...

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Doing “Something Differently” to Reduce Call Center Churn

by: Bob Davis Survey says customer churn is high, but clearly preventable The eighth annual Accenture Global Survey results released December 5, 2012, revealed a tremendous opportunity for sales and service organizations across the board. The survey had two major findings. First, in 2012 one in five consumers switched companies they buy from such as wireless phone, Internet service and retail...

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