The contact center monthly performance review by Robert C. Davis and Associates: A brief look at each step in the process

By Bob Davis, Founder and CEO, Robert C. Davis and Associates Here’s the third in our series of posts on monthly performance review (MPRs) in contact centers (first post, second post). With a commitment to delivering MPRs that have been scheduled and prepared for, it is now time to hold them. So let’s take a brief look at each step in the process. Step 1 –...

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The contact center monthly performance review by Robert C. Davis and Associates: Preparing for optimum results

By Bob Davis, Founder and CEO, Robert C. Davis and Associates The key to success for any meeting is preparation. Delivering contact center monthly performance reviews (MPRs) should take 30 minutes. Beforehand, leaders should expect to take 30 minutes to prepare. This includes reviewing the previous MPR, looking at any coaching completed during the month, and reviewing reports for KPI...

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The contact center monthly performance review by Robert C. Davis and Associates: Setting up your team for success

By Bob Davis, Founder and CEO, Robert C. Davis and Associates Recently, I received a phone call from a supervisor at one of our clients. When we started working with this client six months ago, they didn’t have a robust monthly performance review (MPR) process in place. We worked with leadership, developed an MPR process, and launched it 30 days later. When we started, the supervisor...

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