Contact center insights: Realize the value of teaching your people how to fish

By Brad Baumunk, President and COO, Robert C. Davis and Associates We have all heard the quote, “Give someone a fish, and you feed them for a day. Teach someone to fish, and you feed them for a lifetime.” In our contact center consultancy, this sums up two critical components surrounding how we drive sustainable performance: skill transfer and the Socratic method. With skill transfer, we use...

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RCDA drives KPI achievement through call flow enhancement and agent and leadership development

By Brad Baumunk, President and COO RCDA has invested many years in research to drive KPI achievement through call flow enhancement and agent and leadership development. We have validated our approach through dozens of engagements with our clients. Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and...

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Transitioning your customer contact center from service to sales? Deal with attitude first

By Bob Davis “I am not going to do it, and they can’t make me do it!” This may sound like a five-year-old whining about eating the spinach on her plate. In fact it came from an adult customer service agent when she heard that her organization was moving from customer service to sales. Hers is not the only customer contact center moving from service to sales. Research indicates that 70...

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Press Release: Robert C. Davis and Associates helps Detroit Media Partnership contact center increase saves rate by 33% using web-based 3-D animated gaming simulation

Contact: Bob Davis, RCDA President | 678-548-1775 | bob@robertcdavis.net DETROIT — Robert C. Davis and Associates (RCDA) has helped the Detroit Media Partnership contact center increase its saves rate by 33% by launching a training and coaching workshop that includes a new web-based 3-D animated gaming simulation developed by Quality Conversation Simulations, LLC, a subsidiary of RCDA. FOR...

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How web-based 3-D animated gaming simulations lead to better performance, higher revenues in call centers

About CCA | About CCNG | Become a Member By Bob Davis (As published in the June 8, 2012, edition of the bi-weekly e-newsletter of the Contact Center Association, CCA Insider) There are 183 million active gamers in the United States, who spend an average of 13 hours per week playing computer or video games. Imagine tapping into the energy and the talents that these gamers use to master Guitar...

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