Making the difference between good and great in contact centers

By Brad Baumunk, President and COO, Robert C. Davis and Associates Jim Collins wrote the best-selling book Good to Great, and we see good daily in our clients’ contact centers. Many of the people we encounter in our contact center work are good but not disciplined and consistent enough to be great. Every day, our contact center consultants focus on adherence to processes and...

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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...

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How we helped a client exceed a monthly sales goal by $200,000+

By Bob Davis, Founder and CEO, Robert C. Davis and Associates Whether you take 500 or 5,000 calls per day in your contact center, each and every interaction should be considered an opportunity to sell. Of course, prospects calling into your sales queue are sales calls. But are you maximizing sales results on every call by attempting to sell additional products and services across the...

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Increasing the close ratio on inbound sales from 8% to 25%

By Bob Davis, Founder and CEO Increasing the close ratio on inbound sales of an established client three times over seems too good to be true, but that is just what we helped them do. What was the trick? Well, it wasn’t just one thing. We helped them: • Manage their low performers, so they moved either up or out.  • Get their agents to speak with potential...

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