Contact center side-by-side coaching by Robert C. Davis and Associates: Achieving superior results

By Brad Baumunk, President and COO, Robert C. Davis and Associates  The contact center side-by-side coaching model by Robert C. Davis and Associates (RCDA) delivers superior results through identifying behaviors and driving improvement through the skill transfer process. Whether you are trying to improve customer acquisition or retention, customer experience (CSAT/NPS) or other KPIs,...

Read More

Contact centers: The case for coaching and The Quality Conversation

By Brad Baumunk, President and COO, Robert C. Davis and Associates Let’s talk about the value of a coach in someone’s life. Consider the quote by Ralph Waldo Emerson: “What I need is someone who will make me do what I can.” We all need a little nudge from time to time. A coach can do that. At every level of sports, we see coaches who help the team perform and do what they can....

Read More

If not now, when? Why it’s time to bring contact center coaching into the comfort zone

By Brad Baumunk, President and COO, Robert C. Davis and Associates When it comes to coaching team members, we’ve seen contact center leaders reprioritize it and push it off until tomorrow, especially if coaching is not in their comfort zone. At our consultancy Robert C. Davis and Associates (http://robertcdavis.net), we’ve observed that it’s not because they find coaching...

Read More

Contact center performance: You talk about it, but what are you doing about it?

By Brad Baumunk, President and COO, Robert C. Davis and Associates In the contact center, we have plenty of statistics on agent, team and site performance. We know who is performing well, which teams are our low performing teams, and so forth. In too many instances, leaders and teams have meetings to talk about performance, and then nothing material happens. Performance management is...

Read More

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...

Read More