Want to exceed expectations in your contact center? Have your supervisors put their primary focus on coaching and development

By Brad Baumunk, COO It is hard to believe it is 2018. So much has changed, yet so much has stayed the same. When it comes to contact centers, the opportunities seem to be the same year in and year out. Case in point, the findings from two recent surveys Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development. Read article (PDF) Contact...

Read More

You don’t have to do it alone (the value of asking for the right help)

By Lisa Pustelak, RCDA Senior Consultant It’s the last day of the month, and as a bonus, it’s also the end of the quarter. You are not a quitter, so you are still trying to figure out how to come up with a miracle to hit all your metric goals to avoid “the talk” once again. You know at some point if the numbers don’t change, the talk will change, and you will be on the unemployment...

Read More

What is REALLY happening on your contact center floor?

By Lisa Pustelak, RCDA Senior Consultant Have you observed first-hand how much coaching your team leaders are doing? Have you listened to your agents talk with your customers, and are they following the call flow with enthusiasm? What about training? Have you participated in new-hire or leadership training? Ask yourself, “When is the last time I sat in on a coaching session, listened to calls...

Read More

Press Release: Robert C. Davis and Associates helps Detroit Media Partnership contact center increase saves rate by 33% using web-based 3-D animated gaming simulation

Contact: Bob Davis, RCDA President | 678-548-1775 | bob@robertcdavis.net DETROIT — Robert C. Davis and Associates (RCDA) has helped the Detroit Media Partnership contact center increase its saves rate by 33% by launching a training and coaching workshop that includes a new web-based 3-D animated gaming simulation developed by Quality Conversation Simulations, LLC, a subsidiary of RCDA. FOR...

Read More

How web-based 3-D animated gaming simulations lead to better performance, higher revenues in call centers

About CCA | About CCNG | Become a Member By Bob Davis (As published in the June 8, 2012, edition of the bi-weekly e-newsletter of the Contact Center Association, CCA Insider) There are 183 million active gamers in the United States, who spend an average of 13 hours per week playing computer or video games. Imagine tapping into the energy and the talents that these gamers use to master Guitar...

Read More