Skill transfer by Robert C. Davis and Associates: In the contact center, successful skill transfer depends on ample feedback

Five-part series Part 1 | Part 2 | Part 3 | Part 4 | Part 5 By Brad Baumunk, President and COO Here’s the last in our series on skill transfer for your contact center teams. We’ve covered the first four steps in our skill transfer model – explanation, demonstration, practice with coaching, and observation. Step 5, Feedback, is where you reinforce the right behaviors and make...

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Skill transfer by Robert C. Davis and Associates: Contact center wisdom requires observation

By Brad Baumunk, President and COO This week, I’ve been posting about our highly effective skill transfer process for contact centers. We’ve covered the first three steps – Explain, Demonstrate, and Practice with Coaching. Today, I’ll talk briefly about Step 4 – Observe. After you believe the trainee may have achieved an acceptable level of competence at a new skill, it’s...

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Skill transfer by Robert C. Davis and Associates: The doing phase of the skill transfer process for contact centers

Five-part series Part 1 | Part 2 | Part 3 | Part 4 | Part 5 By Brad Baumunk, President and COO Here’s my next post in my series about our proven skill transfer model for contact centers. Some people love to practice and try new skills. Others don’t. As a leader, you must be persistent during Step 3 of the skill transfer process – Practice with Coaching. Remember, people...

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Skill transfer by Robert C. Davis and Associates: In contact center training and coaching, skill demonstration leads to sustainable adoption

Five-part series Part 1 | Part 2 | Part 3 | Part 4 | Part 5 By Brad Baumunk, President and COO In my last post, I wrote about the value of Robert C. Davis and Associates’ proven skill transfer model for contact centers. I covered the first step of the skill transfer process – Explain – with an example of how it sounds. Today, let’s look briefly at Step 2...

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Skill transfer by Robert C. Davis and Associates: The proven skill transfer model for contact centers begins with a clear explanation

Five-part series Part 1 | Part 2 | Part 3 | Part 4 | Part 5 By Brad Baumunk, President and COO Happy 2020! May it be the best year ever for all of us. During a recent site visit, I did tri-levels with supervisors (observer-coach-agent) with the goal of observing our recent skill transfer training in action. As I organized my day and interacted with supervisors to get on their...

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