Contact Center Association’s Rich Hand interviews RCDA’s Bob Davis about turning service into sales

On February 22, 2012, Rich Hand of the Contact Center Association interviewed RCDA’s Bob Davis about the importance of turning service into sales via The Quality Conversation. Bob will present a talk, “Turning Service Into Sales Through a Quality Conversation,” at CCA’s conference in Orlando, Fla., April 23-26. Listen to the...

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Training, coaching and burning the boats: How to inspire customer contact center agents to do what they are capable of doing

By Bob Davis My company—Robert C. Davis and Associates (RCDA)—was working on a culture-change project in a client’s customer contact center, and a quote from Emerson kept going through my head: “Our chief want in life is somebody who shall make us do what we can.” It was time for the all-hands meeting, and agents were arriving from every direction. From the north wing and upstairs they...

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Cable customer contact centers transition service to sales with an emotional connection

By Bob Davis Imagine the typical exchange between an agent in a cable company’s customer contact center and a subscriber who has called in with a billing question. Agent: “It will be my pleasure to help you with your billing questions! While my computer pulls up your account information, may I ask, what is your favorite cable program?” Subscriber: “You’re going to laugh, but it’s...

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3 Steps To Stop Your Cable Subscribers From ‘Cutting The Cord’

By Bob Davis Cable companies are faced with competition today like never before. Not only do they have to deal with traditional competitors, they also have competition from content owners, game consoles and cloud-based competitors. All of this has led to the practice called cord cutting. Whether or not you believe cord cutting is just beginning and will gain momentum, it is impossible to argue...

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