Making the difference between good and great in contact centers

By Brad Baumunk, President and COO, Robert C. Davis and Associates Jim Collins wrote the best-selling book Good to Great, and we see good daily in our clients’ contact centers. Many of the people we encounter in our contact center work are good but not disciplined and consistent enough to be great. Every day, our contact center consultants focus on adherence to processes and...

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To be or not to be world-class

By Bob Davis, Founder and CEO, Robert C. Davis and Associates Creating a world-class customer experience has been a top focus in contact centers for many years. While companies state this as a goal, few can truly claim a world-class customer experience or significantly differentiate themselves from competitors in their own industry.  “To be, or not to be? That is the...

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A Partnership Built to Improve Customer Satisfaction and Contact Center Performance

Bright Pattern partners with Robert C. Davis and Associates to bring modern consulting practices and state-of-the-art omnichannel contact center technology to midsize and enterprise organizations SAN BRUNO, CALIF., AUGUST 06, 2019 Bright Pattern, the leading provider of omnichannel contact center software, today announces its partnership with Robert C. Davis and Associates. Robert C....

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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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