Contact center best practices by Robert C. Davis and Associates: Characteristics of a world-class huddle

A four-part series: Part 1 | Part 2 | Part 3 | Part 4 By Bob Davis, Founder and CEO, Robert C. Davis and Associates Two months ago on a visit to a new client’s contact center, I observed supervisors doing 15-minute pre-shift huddles and was less than impressed with what they delivered. Since then, we have rolled out a robust huddle process. It’s made a world of difference! In my...

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