Contact center coaching and development: Plan it, schedule it, do it!

By Brad Baumunk, President and COO, Robert C. Davis and Associates In the contact center, we expect our most important resources to follow a schedule, and we measure their schedule adherence. Start at 8am, go to break from 10-10:15am, go to lunch from 12-12:45pm, attend training from 2-3 pm, go to break from 3-3:15pm, and go home at 4:45pm. And when you are scheduled to handle customer...

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Inspect what you expect in your contact center – or it won’t be done “uncommonly well”

By Brad Baumunk, President and COO, Robert C. Davis and Associates In your contact center, wouldn’t it be great if you could transfer a skill to someone and never have to follow up, to just expect it is being done with excellence? Well, we all know that is not possible, and we have all heard the saying, “Inspect what you expect.” When Robert C. Davis and Associates...

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