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....

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Doing the basics in your contact center – uncommonly well!

By Brad Baumunk, President and COO, Robert C. Davis and Associates One of my favorite quotes is by John D. Rockefeller – “The secret to success is to do the common things uncommonly well.” The outline below of Robert C. Davis and Associates’ leadership continuous improvement process (CIP) and floor management strategy isn’t anything fancy, and most contact centers are...

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